As (Senior) Customer Experience Specialist, your responsibilities will include:
- Product Expertise for Event Organizers: Support our customers in setting up and using our platform, respond to inquiries, troubleshoot issues, and assist with advanced features.
- Technical Consulting & Platform Integration: Advise customers on technical integrations (APIs, webhooks, third-party tools) and help them optimize workflows and maximize the value delivered through vivenu.
- Multichannel Support: Communicate clearly and professionally via chat, email, and phone—always tailored to the individual needs of our customers.
- Handling Complex Inquiries: Resolve escalated or sensitive cases in a solution-oriented manner to ensure a positive customer experience.
- Documentation & Self-Service: Maintain and expand our help documentation, FAQs, and self-service resources to ensure scalability and ease of use.
- Cross-Functional Collaboration: Share customer feedback and improvement suggestions regularly with product, engineering, and other relevant teams.
- Live Event Support: Occasionally support organizers on-site at live events and gain hands-on insights into events such as sports games or festivals.
- Support for Ticket Buyers (B2B2C): Provide professional support to ticket buyers—always in line with the guidelines and brand standards of our organizers.
What you will need to succeed in this role:
- Customer-Centric Mindset: A passion for achieving the best outcomes for organizers and their customers.
- Enthusiasm for Product Excellence: A strong desire to deeply understand the vivenu platform, master its features, and develop the expertise needed to provide tailored advice to customers.
- Technical Aptitude: Confidence in working with software platforms and resolving technical challenges, including APIs and webhooks.
- Analytical Skills: The ability to identify trends in customer requests and translate them into actionable recommendations.
- Excellent Communication Skills: The ability to tailor messages to different audiences and deliver outstanding support via chat, email, and phone.
- Adaptability: The capacity to switch between different tasks and thrive in a dynamic, fast-paced environment.
- Problem-Solving & Empathy: A natural talent for understanding and resolving customer issues with empathy, clarity, and composure.
Top Skills
What We Do
Hundreds of thousands of sellers around the globe rely on primary ticketing solutions that haven’t kept up with their needs and expectations. Platforms from the 90s that still feel like we are in the 90s made the jobs of ticket managers worldwide constant miseries.
Now there is a better way — customer-centric ticketing! vivenu is a primary ticketing provider that helps event organizers manage, market, and analyze ticket sales from one unified platform.
Our mission is to build a ticketing platform that puts ticket sellers first – so they’re empowered to create experiences that people love. We empower organizers to be more efficient, absolutely independent, and fully connected – to say the very least.
vivenu is the exclusive ticketing solution for the Grammy Awards, the Special Olympics, FC Schalke 04, Qatar Creates, and many many more. With $65 million in funding from renowned global investors, we’ve set out to revolutionize event ticketing – now and forever.
Pumped enough? We are not just another company and we are not looking for people who seek just another job. Ready for personal growth? Join us.
Why Work With Us
Join us to shape the future of live entertainment with purpose and variety. Whether you’re refining innovative product features, creating memorable fan experiences, closing strategic partnerships, or driving customer success — every step at vivenu impacts hundreds of clients and thousands of fans daily. Here, your work truly matters.
