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Eventbrite // event ticketing for live experiences
Design, Full Time    Nashville, Tennessee    Posted: Thursday, September 03, 2020
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Eventbrite's Customer base is growing & evolving, & we need our help content, internal knowledge, & customer facing experiences to grow & evolve too. We want to empower customers with the knowledge & resources they need to be successful on Eventbrite. From a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each one. We're looking for a Customer Service Design & Content Strategy Manager that can own this exciting challenge.
The Self-Service Experience team is obsessive about making sure Eventbrite's support content is the best it can be for customers at lightning speed. As knowledge seekers & sharers, we're helping to improve Eventbrite's self-service support strategy, methodology, & approach through content & AI - creating scalable customer service experiences worldwide. This role requires a keen understanding of the integrated functions within a support organization & the ability to build & execute on programs that drive superior customer experience results.
We need someone to help us evolve Eventbrite's customer content & self-service support strategy.  As the key player in one of our most important customer touch points, you'll be helping steer the customer experience at Eventbrite. We're looking for an innovator with a keen eye for process improvement & the ability to use data to drive decisions. You'll be managing an incredible team of writers & content strategists & be responsible for leading cross-functional conversations with stakeholders to find consensus & drive timelines for content creation. 
The ideal candidate should be a proven leader in the knowledge & content space with a mix of technical & business acumen. The Self-Service Experience team manages both the customer-facing Help Center & internal agent-facing content. We partner with Customer Success operations, localization, product, & engineering teams to ensure customers & our team have the right content at the right time. We're always looking for innovative ways to deliver an amazing support experience - whether online through self-service or through agent contact.
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