Customer Success Team Lead

  • Resident Advisor
  • New York, NY, USA
  • Jun 28, 2021
Full time Customer Service

Job Description

RA is seeking an experienced people manager with good attention to detail to help us to continue to provide best in class support to the ticketing customers and clients of RA. This role will be responsible for managing our growing Customer Success team, ensuring RA continues to provide a service level to all customers that is efficient and knowledgeable. This role will involve actively assisting with the daily tasks carried out by the Customer Success team whilst overseeing team members training and progress.

Electronic music is ingrained in the culture of RA and a strong interest and understanding of the industry is hugely desirable.   

RA welcomes applicants from all abilities, backgrounds, ethnicities, experiences, expressions, and orientations. We aim for the staffing at RA to be a reflection of the communities we cover, amplify and participate within. We actively promote equality, diversity, and inclusion in the workplace, this is reflected in our internal operations and the treatment of our staff.

Supervisory responsibilities and accountabilities:

  • Overseeing and assessing tasks within support team and arranging suitable resource
  • Assisting in training and supervision and development of new and existing support team members
  • Acting as point of contact for queries from junior staff members
  • Generating quarterly customer support reports outlining trends and changes, provide recommendations for improvements in next quarter
  • Investigating and resolving outstanding customer complaints/refund issues. 
  • Assisting with the development and implementation of new customer service policies, and explaining these to staff and customers.
  • Responsible for customer facing help documentation in collaboration with the product marketing team
  • Managing weekly batch payments, promoter payments and advances

Customer Support responsibilities:

  • Dealing with customer queries and resolving potential ticket issues
  • Communicating with promoters regarding ticket related queries
  • General upkeep of ticketing admin system
  • Identifying and highlighting potential fraudulent transactions using fraud detection software