[Remote] Customer Support Insights Manager at Eventbrite

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Event Management, Customer ServiceIndustries

Requirements

Candidates must possess at least a BS/BA degree and a minimum of 5 years of experience in Customer Experience, Customer Operations, or Support Program Management roles. Strong analytical skills are essential, with proficiency in tools such as Salesforce, Tableau, and Excel. The role requires proven experience in trend analysis, case studies, root cause investigations, and translating operational insights into cross-functional initiatives. Experience designing or managing customer-facing processes and comfort in a fast-paced, evolving environment are also necessary. Strong communication and stakeholder management skills, along with a curious, proactive, and solutions-oriented mindset, are key qualifications.

Responsibilities

The Customer Support Insights Manager will collaborate with Customer Support and business leaders to define key performance metrics for customer experience and operational efficiency. They will analyze customer support data, conduct case studies, and monitor performance to identify risks, trends, and systemic drivers of customer contact. The manager will translate complex data into actionable recommendations for process changes, product feedback, and self-service opportunities, and build robust reporting cadences. This role involves cross-functional collaboration with Product, Engineering, and CX leadership to implement solutions and monitor the impact of new initiatives, while maintaining clear operational documentation.

Skills

Customer Support Operations

Data Analysis

Trend Analysis

Cross-functional Collaboration

Customer Experience

Problem Solving

Performance Metrics

KPI Definition

Eventbrite

Self-service ticketing platform for live events

About Eventbrite

Eventbrite is a self-service ticketing platform that allows individuals and organizations to create, share, find, and attend various live events. Users can set up events ranging from music festivals to conferences and gaming competitions. The platform works by enabling event organizers to sell tickets online, while also providing tools for payment processing and event marketing. Eventbrite stands out from competitors by offering personalized recommendations and automated notifications to enhance the ticket-buying experience. The goal of Eventbrite is to simplify the event management process for organizers and make it easier for attendees to discover and participate in live events.

San Francisco, CaliforniaHeadquarters

2006Year Founded

$382.8MTotal Funding

IPOCompany Stage

Data & Analytics, Fintech, EntertainmentIndustries

1,001-5,000Employees

Benefits

We care about your mental health and wellbeing. Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture. We offer unlimited access to courses in Udemy, language exchange programs, internal training, wildtalks, workshops and weekly sessions with our CEO

Work-life balance is extremely important to us. Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.

Risks

Increased competition from Zoom Events threatens Eventbrite's virtual events market share.

Eventbrite for Causes may reduce revenue due to discounted nonprofit programs.

Leadership changes could lead to temporary operational disruptions.

Differentiation

Eventbrite offers a comprehensive platform for diverse event types and sizes.

The platform provides real-time insights and 24/7 monitoring for event organizers.

Eventbrite's personalized recommendations enhance user engagement and ticket sales.

Upsides

Growing demand for hybrid events expands Eventbrite's market reach and offerings.

AI-driven personalization tools enhance attendee experiences and satisfaction.

Sustainability focus allows Eventbrite to offer eco-friendly event management solutions.

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