Social Support Program Specialist at Eventbrite (Nashville, TN)

| Nashville, TN
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THE CHALLENGE
Eventbrite’s customer base is growing and evolving, and we need our help experiences to grow and evolve too. We want to empower customers with the knowledge and resources they need to be successful on Eventbrite. From a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each. 
 
We pride ourselves on consistently providing value and adapting to meet the needs of our users. In this world of continuous growth and evolution, it’s critical that our customer-facing teams have access to the information, training, tools, and resources that they need to effectively support and serve our users. When it comes to the success of our internal teams, ‘the right information at the right time’ is key!
 
THE TEAM
Social media support is critical to the success of our Assisted Success Team. The social media support team is small-but-mighty, with subject matter experts globally. This team is available to troubleshoot, problem solve, and exceed expectations while delivering a delightful experience. No matter what the channel is, our goal is to deliver service that goes above and beyond. We are efficient, effective, and masters of our field. Great service to us is personal, human, quick and thorough, and above all delightful. 

THE ROLE
The Social Support Program Specialist is responsible for upholding the social media support strategy for Assisted Success across social media platforms. S/He is responsible for helping set performance metric goals and quality indicators across team members, as well as across social support channels as a whole. They will work closely with Assis to ensure adherence to quality and performance metrics are being met. They are responsible for keeping all other business functions up to date on data and workflow changes within the social support program. They will partner to create and manage training and training content. They will act as a liaison between social support and other departments as necessary. S/He is responsible for proactively identifying potential support/platform issues and surfacing these to the correct team. The goal of every social support team member will be to ensure our customers leave every social interaction with increased knowledge and love for the Eventbrite brand.

THE SKILL SET

  • Some experience with project management or planning & organizing work
  • Excellent written and oral communication skills in English - additional languages an advantage
  • Previous social media support experience required
  • Receptiveness to feedback and coaching, with a desire to continuously improve
  • 3+ years in a customer experience role
  • A natural enthusiasm for resolving problems in an ever-evolving environment
  • Stamina and focus to multi-task during high volume situations
  • Tech fluency – you’ll become an expert in our product and can learn new technology at lightning speed, as well as help and teach others
  • Social media maven, with user experience spanning multiple social media channels - both personally and professionally

BONUS POINTS

  • Working knowledge of Salesforce
  • Experience with social monitoring tools such as Hootsuite, Social Studio, Conversocial, etc
  •  Google Suite proficiency 
  • Active Eventbrite user with a passion for live events

WHAT WE OFFER
At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks.
In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, on-site services, and much more.

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, Briteling talks, 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.



ABOUT EVENTBRITE
Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it's an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.

IS THIS ROLE NOT AN EXACT FIT?
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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

 Applicant Privacy Notice


Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis. 

More Information on Eventbrite
Eventbrite operates in the Events industry. The company is located in San Francisco, CA and Nashville, TN. Eventbrite was founded in 2006. It has 904 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 53 open jobs at Eventbrite, click here.
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