Head of Client Service & Customer Operations

Weezevent offers solutions to event organizers, to ensure a unique experience for users. French leader in online ticketing and European leader in cashless payment, we offer a complete suite of solutions also including access control, CRM, and team management.

From iconic festivals such as Tomorrowland, Lollapalooza, BBK, and Boomtown to major sporting events like the Mexico Grand Prix or the Paris 2024 Olympic and Paralympic Games, Weezevent supports events of all sizes and formats.

Founded in 2008, Weezevent received the European Fast 500 innovation award in 2014 and was listed in the French Tech Next40 ranking in 2024 and 2025. Today, we employ over 200 people in France, the United Kingdom, Spain, Switzerland, Germany, the Netherlands, Belgium, Portugal, and Canada, and deploy our solutions at around 1,000 major events each year.

Weezevent is now offering a position for a Head of Client Service & Customer Operations (M/F - located in Clichy, hybrid possible).

Job

Reporting to the Management, you will lead the Group's global omnichannel customer relationship strategy. You will oversee the B2B Self-Service client portfolio (€10M revenue) as well as delegated B2C support for major European events.

Your objective: to ensure impeccable quality of service, maximize customer satisfaction, and grow revenue from the Self-Service segment while managing international support teams.

1. Management & oversight of contact channels (phoning, emailing, chats, bots, WhatsApp..)

• Size the teams, organize schedules, and monitor workload based on incoming flows, handling over 200,000 written requests and 30,000+ incoming phone calls annually.

• Ensure the achievement of operational SLAs for phone (answer rate, wait time, AHT) and ticketing/email (response time, first contact resolution).

• Implement the communication charter, scripts, and conduct quality control (Quality Monitoring).

1. Management of reviews, e-reputation & social media

• Co-lead the brand's branding strategy at the European level with marketing.

• Improve the overall rating and brand image on key platforms (Trustpilot, Google, Avis Vérifiés, etc.) through targeted campaigns.

• Manage moderation, handle negative reviews within strict deadlines, and automate the collection of positive reviews to achieve objectives.

1. Management of the Self-Service segment & Customer Experience

• Responsible for a revenue scope of €10M for 40,000 B2B self-service clients.

• Responsible for delegated B2C support, specific to Key Accounts / Top 100 clients.

• Oversee the complete lifecycle (ticketing, access control, CRM & Staff management): onboarding, support, problem resolution, and optimization of their satisfaction.

• Identify upsell opportunities and optimize revenue generated by this segment.

• Continuously measure and analyze satisfaction indicators (NPS, CSAT, CES).

• Monthly reporting to the Group Board and Country Managers on departmental KPIs.

• Close collaboration with Product Owners and the finance department for problem resolution and continuous service improvement.

1. Team Management & continuous improvement

• Supervise, manage, train, and develop the skills of the 25 Client Service Advisors spread across 6 countries (France, England, Netherlands, Spain, Germany, and Belgium) as well as about ten local or offshore freelance providers.

• Administer customer service tools (Intercom, Aircall, Weezevent software and products, review platforms, Google Sheet).

• Analyze recurring reasons for contact (Voice of the Customer) to report dysfunctions to the Product and Operations teams.

• Implementation of AI to boost performance and automate tasks with lower added value.

Profile sought

Experience: 7+ years in customer service / customer support management at the European or international level, including successful experience in team management.

Hard Skills

• Mastery of operational KPIs for a premium Customer Service (Answer Rate, SLA, AHT, CSAT, NPS, FCR).

• Knowledge of customer relationship tools (Intercom, Aircall, HubSpot, Trustpilot, etc.).

• Ability to manage a client segment autonomously (Self-service / Digital) and ensure its growth.

• Experience in the ticketing and/or event industry is highly appreciated.

• Fluent English.

Soft Skills: Leadership, strong customer service orientation, analytical rigor, excellent oral and written communication, management of operational unforeseen events.

All our positions are open to people with disabilities.

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