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Client Support Manager
 
Title: Client Support Manager
Category: Other Creative Design
Job type: Permanent
Job status: Full Time
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Description:
We built DICE for fans. We’ve gone from being a tiny six-person company in London to an 90+ person (and growing) company that is now launching around the world.

DICE is obsessed with design and technology and on a mission to be the world’s best platform to discover and buy tickets to amazing live experiences. The best artists all work closely with us to make sure their tickets go to their fans, not scalpers or touts.

With a network of hundreds of promoters and venues, with access to the highest quality gigs, club nights and festivals, we want to ensure our partners have the best experience selling their tickets with DICE.

We’re growing our team our team and looking for a Partner Services Manager to help support the, providing our partners with the best service and ensuring their needs are not only met, but exceeded too. You’ll be the first person they get in touch with for any request, and will need to know all the processes around partner lifecycle like the back of your hand. You’ll work closely with various teams across the business.

You’re the kind of person who never loses their cool, always finds a way to solve any problem, understand what people mean from half a word, and can prioritise really, really well.

Responsibilities:

To manage a team of partner service agents, and work closely with the account management team on supporting all DICE partners. Identifying opportunities for process improvements and working with the product team on improving our client tool features. Build and maintain valued relationships with partners to drive partner revenue and ensure retention. Leverage knowledge of the DICE platform and industry best practices to provide excellent consultative support. To manage and oversee our partner communication tool. Ensuring all requests for event changes, compiling reports, payment queries are dealt with quickly and efficiently Spotting bugs and internal tools requirements, and communicating them to product team Requirements

Experienced managing teams and ensuring team achieve targets Experienced working for a ticketing or technology company providing support to clients in the UK and EMEA You have at least 3-5 years experience dealing with customers in an online/digital environment Great support isn’t just about answering emails - it’s about problem-solving and you love that Excellent communication skills, great attention to detail, and a resourceful attitude You’re methodical and detail oriented. You’ll always make sure you’ve addressed the partner’s problem before you fire off a reply You go the extra mile, but believe in small gestures too You’re not too shy to get stuck in, to hustle around a problem to achieve the best result You understand that good spelling and grammar conveys trustworthiness to our partners You can work flexible hours: your shift can be anything from 8am to 8pm, including some weekends and public holidays, but we’ll work with you to find the best mutually convenient times Fluency in French, Italian, German or Spanish (bonus) Benefits

Competitive salary Unlimited holiday Private Healthcare Mental Health and Wellbeing programme Sanctus Coaches DICE Development Programme DICE credit to spend on gigs Regular socials Free breakfast We love our HQ in East London, check it out here
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