Global Customer Support Manager

You:
You're all about delivering standout customer experiences and keeping operations seamless.
With a sharp eye for trends in data and the skills to turn insights into action, you're a problem-solver who thrives on optimising processes.
Whether it's root cause analysis or creating tools for effortless support, you're ready to dive in and make it happen.
Amongst all that technical and analytical prowess, you're also a master diffuser with the ability to flip an agitated customer into a passionate promoter.
Last, but definitely not least, you're a dedicated people leader with a talent in motivating high performance and positive work cultures for the people on the front lines of customer engagement.
Sound like you? Read on.
Us:
We're a rapidly growing ticket marketplace transforming live entertainment and making a real impact by giving fans fearless flexibility to discover and access events they love.
Our mission? To become the world's most trusted live event marketplace.
Born out of a passion for fairness and incredible experiences, Tixel is changing the game.
We're connecting fans with amazing experiences while empowering event organisers and artists with real-time insights and tools.
If you're excited about reshaping the future of live events then you're in the right place.
Role Mission:
As our Global Customer Support Manager, you'll be a key player in creating an unforgettable experience for our fans.
Let's be real-when someone buys a ticket to a live event, the last thing they want is to reach out to support.
That's why we're all about building a fan support system that addresses every bit of feedback with speed, empathy, and efficiency.
Reporting to our Director of Customer Experience, you'll lead a high-impact global team and work side by side with leaders across product, engineering, partnerships, and marketing.
This role isn't just about keeping things moving; it's about evolving our fan support strategy to scale with our growth, handle seasonality, and meet the ever-changing needs of our fans.
If you're a strategic thinker and a passionate people leader who thrives in a fast-paced environment and has a slight obsession with improving processes to make every customer interaction seamless, we want you on the team.
The Gig:
People Leadership & Team Culture:
Lead and inspire a high-performing global Community Support team, fostering collaboration, positivity, and a shared commitment to exceptional customer experiences.
Empower your team with recognition, growth opportunities, and a focus on proactive, empathetic support, driving excellence in every fan interaction.
Data-Driven Problem Structuring & Communication:
Dive deep into fan issues to uncover root causes, using data-backed insights to develop sustainable solutions that enhance the fan experience and reduce query volume.
Clearly structure and present these findings with compelling, actionable narratives that resonate across teams, driving alignment and stakeholder buy-in.
Resource & Workforce Management:
Forecast and manage resources efficiently, scaling support operations to meet seasonal demand without compromising quality.
Deflection Tool Development:
Innovate and implement deflection tools-FAQs, chatbots, and self-service portals-that allow fans to resolve issues independently, all while ensuring that these tools add to, not take away from, the fan journey.
Tech-Driven Optimisation:
Leverage AI and Zendesk expertise to automate and optimise support operations, driving faster response times and improved resolution accuracy.
Cross-Functional Collaboration:
Partner with teams across Product, Marketplace Experience, and Marketing to drive initiatives that enhance fan experience and improve overall process efficiency.
What You Bring:
Technically Proficient Problem-Solver:
You're an expert with help desk software and have a passion to leverage AI in customer support.
You can diagnose technical issues, optimise workflows, and troubleshoot with ease.
Confident and Trusted People Leader:
You're skilled at motivating and managing a team in a remote setting, fostering trust and accountability across time zones.
You know how to align, inspire, and empower a team to contribute toward the company mission, creating a collaborative environment where each member feels valued and driven to achieve shared goals.
Master Resource Manager:
Skilled at managing and deploying resources effectively, particularly in a seasonal business where agility is key.
You're adept at workforce planning and scheduling to meet fluctuating demand.
Insight-Driven Innovator:
You're not just about maintaining; you're about improving.
You leverage data to inform decisions, and you're constantly identifying ways to enhance processes and innovate within the team.
Customer-Obsessed with a Deflection Mindset:
You understand the importance of empowering customers to resolve issues independently and build tools that are as user-friendly as they are effective.
Strategic Communicator, Inside and Out:
With strong interpersonal skills, you're comfortable leading a team and communicating effectively across departments.
You also understand how to balance empathy and confidence in customer communications.
Collaborative Team Player:
You thrive in a collaborative setting, working across departments to align on goals, solve challenges, and create a seamless customer experience.
Why you'll love it here:
You'll be a part of a fast-paced, high-energy team aligned with the love of music and live events.
We work hard, but we have fun.
Otherwise, what's the point?You will have true ownership over your area of responsibility, and your input will be pivotal to the company's success.
In turn, you'll have a real impact on people and the live events industry.
We're committed to building a team that embraces diverse perspectives and creating an inclusive environment where everyone feels valued and empowered.
We're proud of the fact we are family-friendly and have a flexible work environment with our HQ based in Melbourne, Australia, and a growing team in the UK.
You'll get an extra personal day off every month.
We offer a monthly ticket allowance.
We will invest in your development with access to a 'level-up' allowance and make it our priority to help you achieve your career objectives.
Give it a shot:
We're not counting the years on your resume.
What gets us buzzing is talent and passion.
If you've got the fire, we're here to fan the flames!Feeling like you don't tick every box? Stop right there! You're probably selling yourself short.
We're on the hunt for hidden gems, so throw your hat in the ring and let's see what you've got.
Here at Tixel, we believe that Diversity, Equity, and Inclusion (DE&I) is key to achieving our mission, which means we are dedicated to making our hiring fair, unbiased and inclusive.
So, if you're from a background that's not seen enough in our industry - whether you're female, gender diverse, neurodiverse, a person of colour, part of the LGBTQIA+ family, or any underrepresented star - we're especially keen to hear from you.
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