Customer Success Team Lead

Job Description

Company Profile

Join the world’s first not-for-profit ticketing platform, built on the belief that businesses that align profit with purpose can tackle the world’s biggest challenges.

This role is for you if: you’re a passionate Customer Success professional, with natural leadership skills, driven by purpose. You love working with a passionate, close knit team, and want to help scale a platform that’s doing genuine good

Since its launch in 2016, this event ticketing platform has experienced rapid growth, transforming over $6.5M in frustrating booking fees into donations for impactful projects. Its event partners span music and arts festivals, conferences, galas, expos, workshops, schools, and universities - essentially, any kind of event you can imagine! Over seven years, it has become the go-to solution for hosts to manage events, sell tickets, and drive meaningful change through a philanthropic model.

Join a global business with offices in Sydney, Auckland, Edinburgh and Denver.

What You'll Do

As a Senior Customer Success Specialist , you'll own our more complex and high-value event host relationships, while helping raise the bar for the wider team.

• Own a portfolio of accounts and be the go-to problem-solver for event organisers and guests

across email, chat, phone

• Handle escalations with sound judgment, empathy, and clarity, resolving tricky or high-stakes

situations calmly

• Contribute towards coaching the broader US and Global CS team; share troubleshooting

techniques, best practices, and support their development

• Troubleshoot technical ticketing issues guiding customers with empathy and clarity

• Collaborate with product engineering to surface bugs, trends, and feature ideas from the frontline

• Spot process improvements that make the team faster and customers happier

• Help build a fun, inclusive team culture where everyone can be themselves

About You

You'll thrive here if you're an experienced, steady hand who others naturally turn to when things get tricky.

• 4+ years of customer-facing experience (support, success, or similar), including handling

escalations

• Ability to identify commercial opportunities such as up-selling and building incremental portfolio growth

• Experience mentoring or guiding junior team members (preferred but not required)

• Tech-savvy instincts, quick to learn new tools and troubleshoot issues

• Excellent written and verbal communication, you make complex things simple

• Calm under pressure, patient, and skilled at de-escalating tricky situations

• Curious, proactive, and collaborative, a genuine people person

• Eager for growth and potential leadership opportunities in your role

• Experience working in a tech organisation / SaaS product environment

Why You'll Love Working Here

• Competitive salary ($80k-$90k)

• Health insurance, 401(k), PTO policy

• Hybrid role based out of the Denver office

• Supportive, non-hierarchical culture - your ideas matter

• Regular team events; yearly Vibe Tribe socials

Ready to Apply?

Send us your resume + short cover letter telling us:

• Why this role excites you

• What impact means to you

• What makes you, you