Customer Support Executive

Job Description

Our ticketing software is used by clients throughout the UK and beyond, including by some of the largest theatres in London's West End.

We need someone with a can-do attitude to provide customer service support and administrative assistance to effectively manage all incoming customer queries and requests.

This role is perfect for someone who is looking to make a difference to a thriving business with tons of potential. You'll be a vital part of the team at a very exciting time for the business. As a key member of the Customer Success team, you will be the first point of contact for customer queries, mainly via email but occasionally online video and telephone as well, working closely with our support and technical teams to efficiently respond to, track, monitor and resolve all customer inbound queries in a timely manner.

Daily interactions with external customers and internal team members at all levels will help to deliver a valued customer care experience to support our client retention and satisfaction levels.

Skills and ExperienceEssential

• High degree of competency with technology.
• Ability to learn intricacies of a software platform and use that knowledge to help diagnose and respond to customer enquires.
• A pro-active attitude to handling inbound enquiries
• A polite and friendly personality and a positive outlook to handling customer interactions.
• Ability to be in our London office 3 days a week.

Desirable

• Experience of working with a SaaS technology system
• An enthusiasm for theatre and live entertainment.

Responsibilities

• Establish and build relationships with customers.
• Analyse and understand the details of customer enquiries.
• Answer customer enquiries, direct them to online customer tutorial content or engage with internal teams as required to solve the enquiry.
• Create and manage customer support tasks - assigning to relevant team members as needed and tracking progress to ensure a timely response.
• Liaise with the customers where necessary to update them or gather further insight.
• Work with other members of the Customer Success team to create and update customer support and education material.
• Provide accurate and timely information to instil customer confidence in our ability to deliver an exceptional level of service.

What we offer

• A competitive package, based on experience.
• Hybrid working based out of Holborn, London - minimum 3 days in the office.
• A substantial annual ticket allowance so you can experience the latest in live entertainment.
• Private Health Insurance (AXA).
• Pension: Monthly - 3% contribution from Line-Up, minimum 5% contribution from you.
• Free breakfasts at the office.
• A high-performing team to join, with a supportive and inclusive culture and lots of learning & development opportunities.
• A company that cares about work - life balance.

About Us

We are a leading provider of SaaS based ticketing software to the theatre and live entertainment markets. We're product-focused, always putting the user first and pushing to make buying and selling a ticket a better experience.

Line-Up has been around for 14+ years, launching our ticketing platform in 2016. Since then we've worked with hundreds of customers around the world including some of the most prestigious live entertainment brands. If you've ever booked a ticket for some of the West End's top shows, then there's a good chance you've used our ticketing technology.

We believe in providing exceptional customer support and putting the user at the centre of everything we do.

Above all, we're a group of driven people, passionate about building great technology, the right way and providing it to an engaging industry that we love being part of.

Diversity at Line-Up

We are an equal opportunities employer, passionate about collaboration, inclusivity, and equality. We are continuously looking for powerful ideas, fresh perspectives, and incredible talent in all directions. We welcome candidates with diverse professional and personal experiences that contribute to their unique perspectives and approaches to problem-solving. We evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability, or any other legally protected status. Please let us know if you would require any reasonable adjustments.

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