We built DICE for fans. We’ve gone from being a tiny six person company in London to a 80+ person company that is now launching around the world.
DICE is obsessed with design and technology and on a mission to be the world’s best platform to discover and buy tickets to amazing live experiences.
The best artists all work closely with us to make sure their tickets go to their fans, not scalpers or touts.
We’re working hard to make sure the app is easy and that most of the time fans don’t need to contact us. But when they do need help, we want to ensure they have the best team available to help solve their queries.
Well, not just solving their queries - that wouldn’t be aiming high enough. We want to make sure fans have such a good experience they waltz into the gig and buy everyone drinks!
We’re growing our London-based team and looking for an experienced Customer Support Agent to primarily focus on London, extending the hours where support will be available.
This role will be based in our London office
Liaising between fans to resolve light complexity issues via email on various topics such as : ticket transfers, refunds, account queries, cancellations etc
Providing accurate, valid, and complete information by using the right tools, methods, and processes
Ensuring a high level of customer service and a positive guest experience
Supporting your colleagues with peer learning, and being open to feedback from others
Positively participating in company events, and in weekly team meetings
Taking part in new projects and tests that we may need your help with
Promoting the DICE culture
You have at least 1-2 years experience dealing with customers in an online / digital environment
Great support isn’t just about answering emails - it’s about problem-solving and you love that
You’re methodical and detail oriented. You’ll always make sure you’ve addressed the fan’s problem before you fire off a reply
You go the extra mile, but believe in small gestures too
You’re not too shy to get stuck in, to hustle around a problem to get the best result for a fan
You understand that good spelling and grammar conveys trustworthiness and friendliness, and that means a lot to the fans
You enjoy working with our product team to provide insights that will help shape the future of DICE
You are extremely computer literate and experienced using various office applications and CMS systems
Understanding of customer support software such as Help Scout, Zendesk, Desk or others (bonus)
Fluency in French, Italian or Spanish (bonus)
Mental Health and Wellbeing programme