Customer Service Support Manager

GETIN is a high-end ticketing platform providing ticketing and registration services for exclusive event communities. Founded in 2018, Get In has rapidly grown to become a leader in the event ticketing industry. Our mission is to empower event organizers with the tools they need to create, manage, and promote successful events.With over 100K events opened, 100M tickets sold, and a presence in 15+ countries, we are dedicated to innovation and excellence. Our platform integrates the latest technologies, including cross-platform mini sites, advanced analytics, white-label solutions, and crypto payments, to provide a seamless and secure ticketing experience. We believe in building strong, exclusive event communities and fostering connections between organizers and attendees. At GETIN, we continuously strive to push the boundaries of what’s possible in event technology. Our team is passionate about creating unforgettable experiences and providing exceptional service to our clients and their audiences.

Position Summary:

We are seeking an experienced and hands-on Customer Experience Manager to lead our support team in providing exceptional service to our customers and fans. In this role, you will be responsible for managing the day-to-day operations of the support team while actively engaging with customers to resolve issues and ensure satisfaction. This is a hands-on role requiring a balance between leadership and direct customer interaction, with weekend and shift work required to meet our customers' needs.

Key Responsibilities:

1. Team Leadership & Management:

• Oversee and manage the customer support team, including scheduling shifts, monitoring performance, and providing guidance.
• Train, mentor, and develop team members to ensure high standards of service delivery.
• Monitor and analyze team metrics (e.g., response times, resolution rates, and customer satisfaction) and implement improvements as needed.

1. Customer Interaction:

• Serve as the escalation point for complex or high-priority customer issues, ensuring they are resolved promptly and professionally.
• Actively handle customer inquiries via email, live chat, and phone alongside the team, setting a high standard for support quality.
• Collaborate with cross-functional teams to resolve recurring customer pain points and implement long-term solutions.

1. Process Improvement:

• Identify and implement improvements in support processes and tools to enhance team efficiency and the customer experience.
• Gather and analyze customer feedback to inform business decisions and improve platform functionality.

1. Operational Management:

• Ensure coverage for all shifts, including weekends, and manage the on-call schedule to meet service-level agreements.
• Maintain up-to-date documentation of internal processes, FAQs, and support guidelines.

1. Stakeholder Collaboration:

• Act as the voice of the customer, sharing insights with the marketing, sales, and product teams to drive customer-focused initiatives.
• Work with technical teams to resolve system issues and communicate updates to customers.

Qualifications:

• 3+ years of experience in customer support, with at least 1 year in a managerial role, preferably in the ticketing or events industry.
• Excellent verbal and written communication skills in both English and Hebrew.
• Exceptional leadership and communication skills with a proven ability to motivate and manage a team.
• Hands-on approach to solving customer issues, with strong problem-solving skills and a customer-first mindset.
• Experience working in shifts, including weekends, and managing a 24/7 support team.
• Familiarity with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, or similar).
• Analytical mindset with the ability to interpret data and implement actionable improvements.
• A passion for delivering an outstanding customer experience and building strong relationships.