About The Role
You'll be the superhero for our music promoters, venue, festival, and artist customers buying Bandsintown premium products including but not limited to promoted campaigns or subscriptions. You'll help them use Bandsintown to promote their events, music, merch, and more.
What You'll Be Doing
Customer Support:
Help customers with questions or problems quickly and effectively.
Build relationships with clients and handle any escalations.
Create a friendly and helpful communication style that reflects our brand.
Develop and maintain a top-notch Knowledge Base and Help Center.
Keep our support processes running smoothly and efficiently.
Stay on top of industry trends to suggest new solutions.
Customer Onboarding:
Be the go-to person for new customers, guiding them through setup when requested.
Build strong relationships with new customers to keep them happy.
Create awesome onboarding materials and processes.
Work with Sales, AdOps and Product to make sure onboarding is consistent.
Keep customer records up-to-date for smooth onboarding.
Monitor progress and address any issues.
Customer Success:
Act as a trusted advisor, understanding customer goals and helping them succeed.
Be their advocate within the company.
Check-in regularly to gather feedback and offer support.
Proactively address any potential problems.
Monitor customer health and metrics to identify areas for improvement and upsell opportunities.
Customer feedback loop:
Actively seek out and gather customer feedback through various channels.
Ensure all customer feedback is accurately documented and communicated to the relevant teams.
Take ownership of the feedback loop process, ensuring timely follow-up and resolution of customer concerns.
Analyze feedback to identify trends and areas for improvement including internal processes, and report findings to senior management.
Collaborate with product, AdOps, support and sales teams to implement changes based on customer insights.
What You'll Bring
Strong sense of accountability and responsibility for bringing customer feedback to the forefront.
Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
Ability to analyze and interpret customer feedback to drive actionable insights.
Proactive and detail-oriented, with a commitment to continuous improvement.
Being a strong team player is essential. Our customers' success relies on our team's collective efforts. Your ability to work well with others, share knowledge, and support your colleagues will directly contribute to our goal of providing exceptional customer service and achieving customer success.
Effective reporting is crucial. Accurate and timely reports ensure that the team can track performance, identify trends, and make data-driven decisions.
Accurately document customer interactions, issues, and resolutions in the company’s CRM system.
Generate and analyze reports on customer support metrics, including response times, resolution rates, and customer satisfaction.
Flexible and adaptable, willing to assist team members and take on additional responsibilities as required.
What We Offer
Competitive salary based on experience
Medical, Dental, & Vision Coverage, Life & Disability Insurance
Generous paid time off, including sick days and standard company holidays
Summer Friday hours
Retirement plan
Stipends for concert tickets and music streaming services
Friendly, rockstar coworkers
Work/Life balance with hybrid work
Casual dress code
Work with a recognizable product/brand that music fans love
Bandsintown is an equal opportunity employer and values diversity. We are committed to creating an inclusive environment for all employees.
