ABOUT US DICE is the world’s most-loved discovery and ticketing platform for live shows and live streams, delivering exclusive, high quality entertainment to fans across the world.
We connect fans and creators with our technology, working closely with the best artists, promoters and venues in music and culture.
Our partners include Avant Gardner in New York, Primavera Sound in Barcelona, and Pitchfork Festival in Paris.
DICE is a place for people who are ambitious, humble and talented.
For those who want to learn at pace and have a true passion for music and culture.
Our original HQ is in London, we are building a second HQ in New York, and we have teams in LA, Paris, Barcelona, Milan, Mumbai and Samara.
And now, we’re looking for a Customer Support Lead to join the DICE Customer Support team.
THE ROLE AND TEAM We focus on helping fans discover the best events, making it as easy as possible to purchase tickets and giving them a great experience of the event itself.
Working cross functional with UK and US leaders, the Customer Support Lead will play an integral part in scaling the US Customer Support experience.
This role will depend upon your ability to amass knowledge of the ins and outs of DICE, so that you’re able to best lead agents and contribute to our efforts of providing the best possible fan experience.
WHAT YOU’LL DO * Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding fan expectations, building customer loyalty, and further instating the DICE mission.* Provide daily support to DICE customers as they navigate our services.* Oversee US inbox to ensure high performance and productivity.* Partner with Product, Engineering, and other relevant teams to streamline customer issues and provide quick resolutions.* Develop and maintain a vast knowledge of the gigs, streams and services being offered.* Communicate customer feedback to various teams—including product and other departments—in order to improve the overall customer experience.* Lead US streams and work with UK based teams to ensure quality and success.* Participate and contribute to team discussions and meetings* QA Customer Support Agents and provide adequate and constructive feedback.* Work with our New York promoters and partners to offer Customer Support insight and solutions* Work with Customer Support Manager to lead New York based Agents* Assist with the daily operations of overseeing Fraud tools, including assessing potential fraud and submitting evidence for dispute resolution* Monitor escalated cases within the help desk.* Establish baseline performance and support goals while thinking about how to scale support functions* Help build, scale & lead a successful support team ensuring the best possible fan experience.* Working with leaders on hiring and building out a team in New York.
YOUR SKILLS AND EXPERIENCE * Fluent English with excellent communication skills, both written and verbal* Spanish speaking is a plus* Self starter with a desire to grow within a startup environment* Proven experience in customer support or similar roles* Experience using customer support tools and systems* A successful track record working in a high-volume environment* Able to solve problems by thinking analytically and creatively* Familiarity with the industry and passionate about the DICE mission* High flexibility including holidays and weekends* Demonstrated desire for continuous learning and improvement* Experience leading and inspiring team members* Ability and willingness to set and uphold quality standards* Highly collaborative and poised under pressure For information on how we use your data, please view our Candidate Privacy Policy