VP of Global Customer Support & Service (d/f/m)

<b><span>Redefine the future of live entertainment tech</span></b><br/>Welcome to vivenu, the global leader in event ticketing tech and one of the world’s fastest-growing live entertainment tech firms. We are transforming event ticketing for global leaders like the Grammys, the Golden Globes, Stanford University and the Hockenheimring turning what was once a simple transaction into a strategic business advantage. Backed by over $65 million in funding, our platform empowers event organizers to own their brand experience, unlock deep data insights, and seamlessly integrate ticketing into their digital infrastructure.<br/>With six offices worldwide and growing, we deliver a customizable, intuitive solution and industry-leading support that simplify even the most complex ticketing challenges – helping organizers deliver exceptional experiences and drive real growth.<br/>Join us and build the future of live entertainment.<br/>The VP of Global Customer Support &amp; Service position combines first-line and second-line leadership responsibilities, managing vivenu's global Customer Support &amp; Service teams. This group leads all client-facing product support, ticket buyer support and on-site event operations, as well as end-to-end ticketing hardware lifecycle management. <br/>Key responsibilities include building and leading a high-performing team, driving operational excellence by analyzing KPIs, improving workflows, and upleveling tooling. <h3>As our VP of Global Customer Support &amp; Service your responsibilities will include:</h3> <ul> <li>Lead and scale our global Customer Support &amp; Service organization across Europe and the U.S.</li><li>Expand and professionalize a global customer service strategy focused on satisfaction, retention, and operational efficiency.</li><li>Oversee day-to-day customer service operations via Intercom, ensuring excellence across live chat and support channels.</li><li>Define and track CX KPIs (CSAT, response and resolution times, etc.).</li><li>Establish standardized processes, training programs, and escalation paths.</li><li>Partner cross-functionally with Product, Sales, and Operations to improve customer touchpoints and feedback loops.</li><li>Coach, mentor, and develop leaders within the CX organization to build a scalable global function.</li></ul> <h3>What you will need to succeed in this role:</h3> <ul> <li>Proven leadership experience in B2B Customer Support, Service, and Experience within a tech or SaaS organization.</li><li>10-15+ years total experience, including 5+ years in senior or global CX leadership roles.</li><li>Experience managing multi-location global teams (ideally US and  EMEA).</li><li>Strong operational and process design capabilities.</li><li>Deep familiarity with Intercom (or similar chat-based CX tools).</li><li>Analytical mindset with the ability to define and use KPIs to drive performance.</li><li>Executive presence with excellent communication and stakeholder alignment skills.</li><li>Fluent in English, professional proficiency in German preferred.</li></ul><span><b>Why join vivenu?</b></span><br/><b>Live Entertainment Tech</b>Play a mission-critical role for global brands, redefining fan experiences from festivals to major sports events. Here, you’re part of the business of fun — powered by cutting-edge technology that brings moments to life for millions.<br/><b>Sustainable Growth</b>We scale sustainably on a profitable, VC-backed foundation with true product-market fit. This means continuous investment in our people, products, and long-term vision.<br/><b>Top-tier Team</b>Collaborate with over 160 dedicated professionals, including leaders from Google, Slack, and Salesforce. Together, we’re shaping the future of live entertainment technology, one decision at a time.<br/><b>Global DNA</b>We’re a diverse, merit-driven team spread across six global offices. Talent and impact are what matter here — not hierarchy or background.<br/><b>Fast Growing, in All Aspects</b>Sifted consistently ranks us among the fastest-growing scale-ups in Europe. We’re driven by daily learning, shared wins, and collective growth.<br/><b>Next-Gen Leaders &amp; Insights</b>Work alongside some of tech’s brightest minds — from Forbes 30 Under 30 founders to Executive of the Year award winners. At vivenu, you’ll help set the standard for the ticketing industry’s future.<br/><b>vivenu Inclusion Statement</b>At vivenu, we believe our people define our success – and that we win with bold, diverse minds. The strongest teams are built on different perspectives, experiences, and voices. We’re committed to creating a workplace where everyone feels empowered to contribute, grow, and thrive to shape the future of live entertainment globally.<br/>Check out our mission statement and corporate values <a href="https://vivenu.com/career#mission">here</a>.