Lead Support | Organiser & Visitor

Lead Support — Organiser & Visitor Our support team is one of the most important teams at Weeztix. Organisers rely on us to run their events every day, and thousands of visitors rely on us to get them through the gate. As Lead Support, you're responsible for the entire support operation. You'll lead a team of 6 specialists across 2 worlds: 4 colleagues supporting organisers with our platform and products, and 2 helping visitors with ticket questions, refunds, and entry issues. Your job isn't to answer the most tickets. It's to build a team that delivers fast, personal, and high-quality support. Especially when festival season gets busy. You'll report directly to our Head of Customer Success and work closely with Customer Success, Product, and Operations. What you'll be doing You'll make sure the team knows exactly what great support looks like — and help them get there. You will: - Lead, coach, and develop a team of 6 Support Specialists. - Run weekly 1:1s, team meetings, and feedback moments. - Own team performance: response times, resolution rates, quality, and customer satisfaction. - Handle complex escalations from organisers and visitors when a senior decision is needed. - Spot recurring issues and improve processes before they become bigger problems. - Balance workload across organiser and visitor support, especially during peak event periods. - Work closely with Product and Customer Success to turn customer feedback into product improvements. - Keep our knowledge base, workflows, and support standards clear and up to date.