Head of Client Service

**Weezevent** provides solutions to event organizers, ensuring a unique experience for users. As the French leader in online **ticketing** and the European leader in **cashless** **payment** **systems**, we offer a comprehensive suite of solutions that also includes **access** **control**, **CRM**, and **staff** **management** tools.

From iconic festivals such as Tomorrowland, Lollapalooza, BBK, and Boomtown to major sporting events like the Mexico Grand Prix and 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 included in the French Tech Next40 ranking in 2024 and 2025. Today, we employ over 200 people across France, the UK, Spain, Switzerland, Germany, the Netherlands, Belgium, Portugal, and Canada, and deploy our solutions at approximately 1,000 major events each year.

Weezevent is currently seeking a **Head of Client Service & Customer Operations** (based in Clichy ; hybrid work possible).

## Vos missions

Reporting to the Chief Operating Officer, you will drive the Group's overall omnichannel customer relationship strategy. You will oversee the B2B self-service client portfolio (€10M revenue) as well as outsourced B2C support for major European events.

**Your objective**: to ensure impeccable service quality, maximize customer satisfaction, and grow revenue in the self-service segment while leading international support teams.

**1\. Management & oversight of contact channels (phone, email, chat, bots, WhatsApp, etc.)**

• Determine team sizing, organize schedules, and monitor workloads based on incoming volumes, handling over 200,000 written inquiries and 30,000+ incoming calls annually.
• Ensure operational SLAs are met for phone support (answer rate, wait time, average handling time) and ticketing/email (response time, first-contact resolution).
• Implement communication guidelines and scripts, and conduct quality monitoring.

**2\. Management of reviews, online reputation & social media**

• Co-manage the brand's European branding strategy in collaboration with the marketing team.
• Improve the overall rating and brand image on key platforms (Trustpilot, Google, Avis Vérifiés, etc.) through targeted campaigns.
• Manage moderation, address negative reviews within strict timeframes, and automate the collection of positive reviews to meet targets.

**3\. Management of the Self-Service segment & customer experience**

• Manage a portfolio generating €10M in revenue across 40,000 B2B self-service clients.
• Oversee outsourced B2C support services dedicated to Key Accounts and Top 100 clients.
• Supervise the full lifecycle (ticketing, access control, CRM & staff management) : onboarding, guidance, support, problem resolution, and satisfaction optimization.
• Identify upsell opportunities and optimize revenue generated by this segment.

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

• Report department KPIs monthly to the Group Board and Country Managers.
• Collaborate closely with Product Owners and the finance department to resolve issues and continuously improve services.

**4\. Team management & continuous improvement**

• Supervise, manage, train, and upskill 25 Client Service Advisors across six countries (France, the UK, the Netherlands, Spain, Germany, and Belgium) as well as around ten local or offshore freelance contractors.
• Manage customer service tools (Intercom, Aircall, Weezevent software and products, review platforms, Google Sheets).
• Analyze recurring contact reasons (Voice of the Customer) to escalate issues to the Product and Operations teams.
• Implement AI to boost performance and automate low-value-added tasks.

## Vos compétences

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

**Hard Skills:**

• Proficiency in operational KPIs for premium customer service (Answer rate, SLA, AHT, CSAT, NPS, FCR).
• Knowledge of customer relationship tools (Intercom, Aircall, HubSpot, Trustpilot, etc.).
• Ability to independently manage a customer segment (self-service/digital) and drive its growth.
• Experience in the ticketing and/or events sector is highly desirable.
• Fluent English.

**Soft Skills:**

Leadership, strong customer service mindset, analytical rigor, excellent verbal and written communication, ability to manage operational contingencies.

_All our positions are open to people with disabilities._