Customer Support Insights Manager

THE CHALLENGE 

The Customer team at Eventbrite is a critical part of delivering a delightful experience to event creators and consumers. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. As Eventbrite’s customer base grows and evolves, we need to thoughtfully ensure our customer support experience grows and evolves with them through interactions that are easy, accessible, educational, and tailored.

THE TEAM 

Partnering daily with the Vendor Operations, Trust & Safety, and Service Design leadership teams, this role sits within the Customer Strategy & Operations team. We are a small but mighty group focused on driving global optimization, innovation, and growth through analytical insights and operational rigor, both at the strategic and tactical levels. Our work directly informs how we improve the customer experience, reduce friction, and enable long-term customer success and retention.

THE ROLE 

The Customer Support Operations Manager will play a critical role in identifying, analyzing, and addressing customer pain points across the help journey. This role will review support interaction data, surface emerging trends, and partner cross-functionally to develop solutions that reduce customer friction, improve resolution outcomes, and enable long-term success for our creators. This role is well-suited for an experienced Customer Support leader who has developed a strong operational understanding of and proven track record of influencing customer behaviors, contact drivers, and systemic issues. Prior experience managing support operations, conducting case studies, and driving cross-functional initiatives provides the foundation to excel in this role.

KEY RESPONSIBILITIES:

• Collaborate with Customer Support and business leaders to define and establish key performance metrics (KPIs) for customer experience and operational efficiency.
• Analyze customer support data, conduct targeted case studies and deep dives, and continuously monitor performance metrics to proactively identify risks, recurring themes, trends, and systemic drivers of customer contact.
• Provide actionable insights by translating complex data and trends into clear recommendations that inform process changes, product feedback, and self-service opportunities.
• Build and maintain robust reporting cadences that provide comprehensive visibility into customer contact patterns, business impact, and emerging areas of concern.
• Collaborate cross-functionally with Product, Engineering, CX leadership, and other stakeholders to prioritize and implement solutions that improve the customer experience.
• Partner with business teams to monitor the impact of new initiatives and track long-term performance trends.
• Maintain clear operational documentation and insight repositories to support consistent issue tracking and resolution management.

KEY QUALIFICATIONS:

• At least 5 years of experience in Customer Experience, Customer Operations, or Support Program Management roles.
• Strong experience conducting trend analysis, case studies, and root cause investigations to better understand customer contact drivers.
• Proven ability to translate operational insights into cross-functional initiatives that address systemic customer pain points.
• Experience designing or managing customer-facing processes, with an understanding of how support journeys function at scale.
• Strong analytical skills, with proficiency in Salesforce, Tableau, Excel, or similar reporting tools.
• Excellent communication and stakeholder management skills, with the ability to translate complex data into clear business recommendations.
• Comfortable working in a fast-paced environment with evolving priorities.
• Curious, proactive, and solutions-oriented with a passion for improving the customer experience.

EDUCATION REQUIREMENT

• Requires at least a BS/BA