Company Profile:
Join the world’s first not-for-profit ticketing platform, built on the belief that businesses that align profit with purpose can tackle the world’s biggest challenges. This role is for you if: you’re a passionate Customer Success professional, with natural leadership skills, driven by purpose. You love working with a passionate, close knit team, and want to help scale a platform that’s doing genuine good Since its launch in 2016, this event ticketing platform has experienced rapid growth, transforming over $6.5M in frustrating booking fees into donations for impactful projects. Its event partners span music and arts festivals, conferences, galas, expos, workshops, schools, and universities - essentially, any kind of event you can imagine! Over seven years, it has become the go-to solution for hosts to manage events, sell tickets, and drive meaningful change through a philanthropic model. Join a global business with offices in Sydney, Auckland, Edinburgh and Denver.
What You'll Do:
As a Senior Customer Success Specialist, you'll own our more complex and high-value event host relationships, while helping raise the bar for the wider team.
- Own a portfolio of accounts and be the go-to problem-solver for event organisers and guestsacross email, chat, phone
- Handle escalations with sound judgment, empathy, and clarity, resolving tricky or high-stakessituations calmly
- Contribute towards coaching the broader US and Global CS team; share troubleshootingtechniques, best practices, and support their development
- Troubleshoot technical ticketing issues guiding customers with empathy and clarity
- Collaborate with product engineering to surface bugs, trends, and feature ideas from the frontline
- Spot process improvements that make the team faster and customers happier
- Help build a fun, inclusive team culture where everyone can be themselves
About You:
You'll thrive here if you're an experienced, steady hand who others naturally turn to when things get tricky.
- 4+ years of customer-facing experience (support, success, or similar), including handlingescalations
- Ability to identify commercial opportunities such as up-selling and building incremental portfolio growth
- Experience mentoring or guiding junior team members (preferred but not required)
- Tech-savvy instincts, quick to learn new tools and troubleshoot issues
- Excellent written and verbal communication, you make complex things simple
- Calm under pressure, patient, and skilled at de-escalating tricky situations
- Curious, proactive, and collaborative, a genuine people person
- Eager for growth and potential leadership opportunities in your role
- Experience working in a tech organisation / SaaS product environment
Why You'll Love Working Here:- Competitive salary ($80k-$90k)
- Health insurance, 401(k), PTO policy
- Hybrid role based out of the Denver office
- Supportive, non-hierarchical culture - your ideas matter
- Regular team events; yearly Vibe Tribe socials Ready to Apply? Send us your resume + short cover letter telling us:
- Why this role excites you
- What impact means to you
- What makes you, you
