Senior Support Manager

About Ticombo GmbH

Our mission is to change how fans experience buying tickets for their favorite live events. Ticombo is the first Ticket Marketplace where Organizers, Resellers and Fans can buy and sell tickets in a fair, easy and secure way. With a growing team of more than 10 business and technology rockstars at the heart of Berlin, we are working very hard to build a fair, easy and secure ticket platform for fans all around the world.

We want to be the first true C2C marketplace where users can buy and sell tickets in an efficient and transparent way, whether they are sold out or not, whether big or small events, run by professional artists or private people.

By stepping out of the transaction and allowing our users to interact with each other, Ticombo makes the whole process more efficient while creating a better experience for our users.

Job brief
We are looking for an experienced Senior Support Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations

Responsibilities:

• Handle requests from customers, as well as internal departments & other stakeholders;
• Handle customer's initial verification by considering, requesting and processing verification documents;
• Cooperate with internal counterparts to ensure timely resolution of customers’ requests and problems;
• Provide high-quality service to achieve and uplift customer satisfaction and establish a long-term business relationship;
• Provide support to management and take ownership to drive process and service enhancement;
• Keep the team abreast of the changes in the latest operational guidelines and policies.

Requirements:

You will know we want to hear from you if you have:

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• High proficiency in English (minimum C1 level of the CEFR);
• Ability to work on shifts (coverage from 9 AM to 6 PM CEST (Weekend is a plus);
• Ability to work on night shifts (coverage from 8 PM to 6 AM CEST (Night);
• Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Zendesk, Intercom or Slack is a plus;
• Excellent knowledge of management methods and techniques
• Awareness of industry’s latest technology trends and applications is a plus;
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills;
• Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;
• Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;
• Good interpersonal, problem-solving and analytical skills;
• Proficiency in MS Office;
• Any additional languages are a plus.

If you meet the requirements above and feel ready to dive into our challenging dynamics, by joining the the team on a permanent contract basis, we are looking forward to receiving your CV in English by applying below.

Only shortlisted candidates will be contacted with information on the next steps of our application process.