Customer Service Manager (m/f/x) EVENTIM USA LLC

CTS EVENTIM (New York NY, USA) 1 day ago

In your role as a Customer Service Manager you are responsible for managing the relationship between EVENTIM and its outsourced customer care/service provider. You are the type of person who likes to build new processes and takes an energetic approach to quality management. The Customer Service Manager owns the entire customer service journey; they are accountable for ensuring that all customer facing issues are managed within service levels, including oversight of service level performance while setting standards of excellence with regard to process-related and operational optimizations. You are directly reporting to the Chief Operating Officer.


  • This includes the definition of processes and the specification of wordings for customer service - including mailing & social media, webshop texts and system emails
  • You will be responsible for SLA control and escalation management of the customer service centres
  • You always keep an eye on the optimization of customer satisfaction measurement and the improvement of customer support in the third level
  • Develop and document policies, best practices and training guides for processes surrounding customer service and accessible ticket sales and implement them in all customer service touchpoints including self service and contact centres
  • Make recommendations for changes to products or services based on customer feedback and requests
  • Utilize customer feedback to support the B2B sales management to optimize the B2B client relationships
  • Work closely with finance and the Finance Manager to ensure accurate budgeting, monitoring and payment for the outsourced contact centre services
  • Work with cross-functional teams to plan, document, implement, test and operate software to be used for self services or by the contact centre, including localization of such products as needed
  • You supervise the requirement management for all system requirements of the customer care team
  • Creation, updating and translation of product documentation including user guides and product tutorials
  • Coordination of regular training visits to the contact centre provider
  • Generating detailed reporting of customer contacts with the contact centre provider
  • Creation of a forecast plan for the contact centre including estimation of demand and required staffing levels on a regular basis
  • Providing rapid response and help and support to contact centre users and issues


  • Successfully completed a Bachelor's degree in business, marketing or a comparable qualification
  • 5+ years of professional experience in the area of customer care, working for a large provider or in a client side role
  • High level of commitment, strong communication and analytical skills as well as a high level of customer and service orientation
  • In-depth knowledge in developing, implementing, and maintaining process improvements through growth and change
  • A high level of comprehension, the ability to work in a team, flexibility, resilience and reliability
  • Very good command of MS Office products, customer service tools and ERP solutions
  • Good command of written and spoken English. Additionally, Spanish and French language skills would be beneficial


The appointment will be made under EVENTIM’s standard terms and conditions. Prior to appointment the successful candidate is subject to a number of enquiries which could include a criminal record check and pre-employment screening for the purpose of immigration. In the event of the successful candidate having a criminal record this would be reviewed on a case-by-case basis.
Eventim USA is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

Customer Service Manager (m/f/x) EVENTIM USA LLC

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