Technical Support Manager

  • Pollen
  • Los Angeles, CA, USA
  • Oct 08, 2020
Full time Customer Service Information Technology

Job Description

We’re an international marketplace scale-up, changing the game in live music, youth culture and travel. Having closed out $100M in funding to date, we are seeking a Global Technical Support Lead.

Our marketplace continues to grow rapidly on both sides of the Atlantic with a unique membership model. Our travel business is already the market leader across North America and has allowed us to tap into an increasingly larger share of an $800m market.

With 35,000 active ambassadors globally, we have already mastered our craft as the world leader in word-of-mouth sales & marketing. Our white label solution enables festival and concert giants such as Live Nation and Universal Music group, to revolutionise fan interaction and convert their fans into their strongest sales channel.

We’re scaling quickly and boast very high talent satisfaction scores (average survey responses are 9/10) which we put down to our innovative culture focused entirely on self development and empowering you to work in a way that enables you to deliver the best results. Choose your own hours, how much holiday you need and what meetings you attend.

We also invest heavily in coaching with a focus on both individual growth and self awareness as a way of creating high performing teams. With well-established bases in London, Wroclaw and LA, we now have offices across North America, including Las Vegas, Toronto, San Clemente and Miami.

Essentially, we are a rocket-ship taking off!

The Technical Support Lead role at Pollen is an exciting opportunity to join a high-growth startup in a first technical leadership role in US to manage the end-to-end process of supporting our live products.

In this role, you'll work with a world-class technology team based in London and help them win hearts & minds of the customer-facing staff based in LA by providing an exceptional technical support process for all Pollen products.

Requirements

A Technical Support Lead will:

  • Become one of Pollen's first technical leadership team members in US and play a pivotal role in raising a bar for the quality of technical support our US teams receive from our London-based technology team
  • Develop and implement the strategy for our support process, with an aim to be innovative and best-in-class: build data-driven ways of working to deliver on them, engage your team and stakeholders with the vision and make a massive impact on how the technology team operates our live systems
  • Build an efficient support process that handles volume at scale while maintaining a friendly and helpful culture, setting standards for the excellence of communication
  • Become a champion for the culture of a sustainable & efficient process within the company: educate & train internal staff at Pollen on how to get the help they need
  • Collaborate closely with the Product team providing best practices, customer experience insights and helping define any high-touch technical support strategy needed for major launches
  • Partner with Engineering to run our on-call rota process, ensuring the teams at Pollen can engage with and feel supported by our responsiveness to outages and critical issues. Drive an agenda of learning & preventative actions

Benefits

  • Offices equipped with all of the trimmings to make it an enjoyable place to to work: ping pong tables, gym, snacks and drinks (fridge and cupboard reloaded on a daily basis), barista coffee machine, games consoles, the works!
  • Monthly activities including: white water rafting, water parks, day parties, beach clubs, murder mystery and escape rooms.
  • Annual subsidized Ski trip
  • Access to our partners’ and clients’ festivals and gigs
  • Annual Global Retreat (we’ve taken over Osea Island in Essex and Camp Navarro in California)

 

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