Support Manager

We are seeking a motivated candidate in assisting the support team to deliver high quality products and services.

Eventcube is a technology business specialising in the delivery of white label event platform solutions across the ticketing and membership sector.

Founded in 2014 as a fully independent, bootstrapped business, Eventcube has enabled hundreds of thousands of events across sport, entertainment, education and media and over 7 million people have attended events powered by Eventcube.

With a focus on refining the product through user-centric design processes, Eventcube have created a robust, scalable platform that delivers growth for clients through technology.

We are seeking a motivated candidate within our support team. As a small company, the support team directly interfaces with the Product and development teams meaning there is potential for significant career progression and the ability to work directly with a wide range of touchpoints of the business.

Key Areas of Responsibilities

Managing our day-to-day client support desk:

  • Understanding the Eventcube platform in detail to be able to assist with most queries (training will be provided)
  • Responding to clients in good time and making sure their requests are received, understood and triaged.
  • Replicating reported issues by clients logging these on the system as required.
  • Logging tickets within our project tracking system for client requests for the project manager to review and pass to development
  • Helping clients find the correct answer on system questions they have and writing knowledge base articles for frequently asked questions.

Knowledge Base:

  • Writing knowledge base articles on system features for clients to view and self-resolve issues
  • Making sure these articles are up to date, with screenshots etc if the system has been refactored, redesigned etc
  • Writing knowledge base articles for new system developments, so they are uploaded at the same time as deployments

End-customer support desk:

  • Making sure customers are responded to in good time and in a polite manner
  • Building relationships with store owners and communicating with them in order to find the correct answer for a customer. EG, not refunding a customer without permission from the event organiser.
  • Making sure macros are up to date to speed up response times
  • Reviewing analytics on Zendesk and providing reports to the team on the amount support tickets being logged
  • Providing updates on support and ways to better our support system, be that through live chat etc

Desired skills & experience

Training will be provided but the ideal candidate will have had experience with:

  • 1+ years within a support, sales or customer service role.
  • Previous experience using our platforms (Intercom, Zendesk, Monday) would be an advantage
  • Excellent communication and timekeeping.
  • Ability to self-manage time and priorities
  • Ability to quickly learn, understand products and solutions

Why Eventcube?

  • Ability to work remotely, with optional use of East London based offices / hybrid mix of remote/in-office.
  • 28 Days Holiday
  • Annual performance based bonus
  • Macbook Pro or equivalent hardware budget
  • Full training provided + annual training budget
  • Pension
  • Opportunity to travel to some selected events for on the ground support
  • Regular reviews with management and the option to really help shape a growing company