Customer Success Coordinator

Full-time · Philadelphia

Who are we?

We’re revolutionising the way people buy tickets to culture and attractions in cities all over the world. Our technology allows users to easily browse and book tickets to the best attractions in seconds, meaning customers can enter museums, zoos, theme parks and more simply by showing their smartphones. About time, right?

We’re dedicated to bringing simplicity to the world of travel and entertainment. If you want to join our team, and working as a Customer Success Coordinator, send us your resume. We might be looking for YOU!

Our values

• We are remarkable: Have fun, be creative, and celebrate great moments!
• We are accessible: Communicate honestly and support each other
• We are adaptable: Learn, adapt, and pivot. That's who we are!

What you will do

As a Customer Success Coordinator in the US, you will work on both the operational and commercial side of the US Supply team. Your goal is to maintain a high and consistent level of support both externally for our supplier partners, as well as internally for our Supply and Operations teams.
Operationally, you will be responsible for assisting supplier partners in the onboarding process, managing and optimizing our product inventory, maintaining product availability, and reviewing and approving invoices. Commercially, you’ll be responsible for the account management of some of our supplier partners, liaising between them and our internal Operations teams and/or educating them on our self-service tooling. In addition, you’ll have the opportunity to develop strong relationships with our Suppliers, and proactively optimize their business listings on the Tiqets platform.

Responsibilities

• Help drive the Supplier onboarding process from start to finish; educate Suppliers on our self-service tooling, liaise with Suppliers on missing information, troubleshoot API connectivity, purchase and upload inventory, and assist internally with the content and configuration process
• Maintain high levels of bookability/availability across key US product; help identify and solve API issues, forecast and order product inventory, and work proactively with our supplier partners to resolve availability issues
• Liaise with the operations teams in Amsterdam and Philadelphia to coordinate content, descriptions, pricing, and calendar updates regarding popular events, temporary exhibitions or seasonal products
• Be the main point of contact for Tiqets Customer Service for venue specific customer complaints, reschedule and refund requests
• Provide local support to partners on operational topics
• Monitor customers reviews and forward input to the Regional Manager, suppliers and other departments to improve the quality of the products
• Review and approve Supplier invoices ensuring a high level of accuracy
• Educate our Suppliers (both verbally and in writing) on Tiqets self-service tooling
• Respond, in a timely manner, to incoming Supplier requests
• Manage and proactively optimize a subset of partner accounts in the US market
• Take ownership of the relationships with our Suppliers, establishing a strong, lasting, close and successful relationship with them, avoiding any churn

What you will need

• Based in the Philadelphia area and able to work in our Philadelphia office a few days a week (this is a hybrid role)
• Fluent in English, both written and spoken
• Detail-oriented and passionate about quality; typos are your natural enemy
• Exceptional writing and communication skills. Ability to communicate both internally and externally to stakeholders at all levels of the organization
• Ability to work both independently as well as in a team environment
• Ability to take direction from various internal stakeholders
• Ability to multi-task and juggle multiple operational tasks at the same time
• 1-3 years of back office, data entry, administrative, operations or account management experience preferred, but not required. Recent college graduates are encouraged to apply

• Young, dynamic, international working environment
• Energetic and international work environment
• Bright, welcoming office located in Philadelphia
• Tiqets learning academy: group & individual learning
• Annual company getaway to an undisclosed location
• Everyone - employed at Tiqets can reimburse home work space necessities and monthly internet internet allowance

• Hybrid working model
• 401k Program & Health Insurance
• Fun, sociable company events in and out of the office
• 20% employee discount code to explore great museums/venues worldwide
• Mental health support through our partnership with OpenUp

Some of the tools we're working with in Supply

Tiqets Trip 2023
www.tiqets.com