Our client is a leading global ticketing and event technology company connecting fans with the artists, teams, and experiences they love. Each year they sell millions of tickets to thousands of world-class events, from concerts and festivals to major sporting and theatre productions. Backed by AEG Worldwide, their growing Australian and New Zealand operations deliver innovative, customer-focused solutions that enhance the live.
About the role
The Customer Service Manager role is a hands-on position that combines customer experience, operations, and event-day support. The successful candidate will manage customer enquiries, assist with box office operations, and ensure smooth fan access and issue resolution during events. Working closely with the operations and marketing teams, this role plays a key part in delivering exceptional service and supporting the seamless execution of live events.
Key Responsibilities
Skills and competencies
Key Responsibilities
- Manage customer enquiries across email, phone, and social channels with timely, accurate responses
- Support event-day operations including box office management and fan access assistance
- Collaborate with operations and marketing teams to prepare for event onsales and ticketing coordination
- Train and guide event or temporary staff as required
- Monitor and report on customer satisfaction, response times, and process efficiency
- Travel to events as part of the on-site operations team to ensure smooth event delivery
Skills and competencies
- Strong background in customer service or event operations, ideally within live entertainment or sports
- Excellent communication and problem-solving skills with a proactive, solutions-focused mindset
- Ability to manage multiple priorities and work effectively in fast-paced, event-driven environments
- High attention to detail and confidence using technology and ticketing systems
- Experience leading or mentoring others and fostering a collaborative team culture
- Flexibility to work evenings, weekends, and travel to events when required
