THE CHALLENGE
Eventbrite is an industry-leading self-service event platform. We distributed more than 300 million tickets to more than 4 million experiences in 2019. The overwhelming majority of transactions flow through the system without any issues on time every time but there are exceptions. The Payment Operations team is responsible for the daily operational support for payments, as well as partnering with our product and engineering team to identify and resolve problems.
THE TEAM
The Payment Operations team is a small group of operations specialists distributed across three offices around the world, sitting within Eventbrite’s Policy and Platform Operations function. The team is responsible for supporting all aspects of Eventbrite’s payment products, including working internally with “clients” from finance, sales & services, and legal, as well as, at times, directly with our event creators. We partner with numerous teams across the company to build the tools, policies, and infrastructure to support Eventbrite’s financial transactions, as well as work towards positive outcomes when payment issues do arise.
THE ROLE
As a Payment Operations Associate, you’re responsible for resolving payment issues as well as handling the daily payment processes. You will also monitor a set of queues for problems with transactions, refunds, invoices, payouts, or anything else payments-related. You’ll be on the front lines of the proactive work we do by monitoring for potential issues, and you’ll work hand in hand with the Finance, Trust & Safety, and Sales team to take action on high-priority issues. You will be familiar with Eventbrite’s many payments features and products, and maximize the toolset in order to ensure buyers can easily pay for their tickets, that payments are issued correctly, and on time while also providing guidance for many of our internal teams.
YOU WILL
- Become knowledgeable on Eventbrite’s payment products, tools, features, and processes -- including knowledge about limitations and best practices
- Ensure organizers get paid on time, every time
- Provide support for escalated payment issues globally provide instruction and guidance about payment features/processes to existing customers as well as other internal teams
- Analyze payment data using Excel, SQL, and other analytical tools (note: SQL skills are not required to apply for this role)
- Educate and cultivate internal knowledge related to all things payments
SKILL SET
- 1+ years of experience in operations or customer support role
- A love of task-based, operational work and a passion for customer experience, specifically in relation to payment issues
- Ability to identify pain points in daily operations and advocate for change
- Patience, empathy, and the ability to stay level-headed in high-stress situations
- Strong analytical and communication skills
- Strong mathematical and excel skills
- Technical aptitude and the ability to pick up new skills quickly
- BA or BS Degree or higher
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, 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 our wellness program to pay for your gym expenses.
We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong.
Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.
We offer ongoing training and career development that meets people where they are in their careers.
We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world.
Work-life balance & flexibility 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 hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. 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 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.
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.
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.
