Eventbrite

About the job

THE CHALLENGE

Eventbrite is an industry-leading self-service event management platform, and we care deeply about providing a positive and safe experience on our site. Our Trust and Safety team works to cultivate integrity and trust in Eventbrite’s global marketplace through the use of innovative technology and partnership with our community of event organizers and ticket buyers. Preventing abuse of our community and our Terms of Service, as well as providing a positive resolution to sensitive situations are critical parts of our mission to provide a delightful experience.

THE TEAM

The Trust and Safety team is a small group of operations specialists charged with protecting the community against abuse of the platform. We partner cross-functionally with numerous teams around the company to build the tools, policies and infrastructure to keep the community safe and ensure a positive resolution when issues do arise.

THE ROLE

As an Operations Associate for Trust and Safety Operations, you’re primarily charged with monitoring a set of queues that help us protect the integrity of our site and our community. You’ll be on the front lines of the proactive work we do by screening potential issues, and you’ll work hand in hand with the Trust and Safety Team to report and take action on high priority issues. You will also be encouraged to brainstorm ways in which the team can more effectively and proactively prevent abuse of the platform.

Another important part of your work will be helping the Trust and Safety Team prioritize their workload by triaging the cases coming into the queue, providing feedback to the front-line team and identifying potential areas for additional training, and flagging high-risk issues for immediate attention. You will also directly handle a subset of customer-facing Trust and Safety issues through our CRM.

We are a hard-working team that is driven by our passion for promoting a safe and trustworthy platform. We are committed to first and foremost supporting each other and our community, and we are constantly seeking to experiment and improve the way we advocate for our customers. The work we do requires a unique mixture of vigilance, creativity, flexibility, compassion, and remaining calm under pressure.

The Skillset

Experience in an operations or customer support role
A love of task-based, operational work and a passion for customer experience, specifically in relation to trust and safety issues
Ability to identify pain points or areas for improvement on a team and advocate for a solution through implementation
Patience, empathy and the ability to stay level-headed in high-stress situations
Strong analytical and communication skills
Ability to manage ambiguity, embrace experimentation and change, and build consensus when working with a group
Technical aptitude and the ability to pick up new skills quickly

BONUS POINTS

Experience working specifically on trust, safety or policy issues
Working knowledge of Salesforce, Jira, Slack, Google Apps, SQL
Active Eventbrite user with a passion for live events
BS or BA degree

What We Offer

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks.

In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, on-site services, and much more.

We Care About Your Mental Health And Wellbeing

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture

We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance is extremely important to us

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.

About Eventbrite

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.

IS THIS ROLE NOT AN EXACT FIT?

Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

Applicant Privacy Notice

Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis.