Tixstock Manchester, England, United Kingdom
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Job Title: Customer Service Agent
Location: Manchester Office
Reports to: Head of Supply
Company: Tixstock
Overview
Here at Tixstock we are passionate about delivering exceptional service and seamless experiences. Our industry-leading inventory distribution technology helps sellers manage inventory and maximize sales and behind every great platform is a dedicated team ensuring customers feel supported, valued, and confident.
Role Overview
As Customer Service Agent, you will be an integral part of the Customer Service team and help to service customers and partners. Your focus will be on building strong customer relationships, ensuring timely resolutions, and driving a service culture that enhances loyalty and trust as well as working with our partners to ensure they have full confidence in the delivery of inventory for upcoming events.
Responsibilities
* Work with the Customer Service team to deliver exceptional support across multiple channels
* Work with our customers to solve queries, technical issues and escalations
* Monitor customer satisfaction through KPIs, reporting regularly on performance and improvement opportunities
* Collaborate with internal teams (sales, operations, technology) to resolve customer pain points
* Identify recurring issues and proactively implement solutions to reduce complaints
* Manage post-event issues such as order disputes, cancellations, or quality concerns
* Identify relationships with partners and sellers to increase the total value of inventory
* Quality checking of listings from sellers and fulfilled orders post sale to ensure that issues are identified and dealt with ahead of time
What we need from you
* Proven experience in customer service management, ideally in ticketing, events, or e-commerce
* Excellent leadership and stakeholder management skills
* Ability to remain calm under pressure and make the right decisions quickly
* Strong knowledge of CRM and helpdesk systems
* Exceptional verbal and written communication skills in English (additional languages are a plus)
* Strong analytical skills with the ability to interpret customer data and drive improvements
* Ability to influence and collaborate across teams to resolve challenges
* Ability to effectively influence leaders internally and within the industry
* Flexibility to adapt to the dynamic nature of the events marketplace
What we offer
* Rewarding bonus opportunities
* Discounted access to events
* Great working environment with opportunities to grow within the team
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