VP of Global Customer Support & Service (d/f/m)

vivenu GmbH; Düsseldorf; Vor Ort; EUR 100.000 - 140.000; Vollzeit

Zusammenfassung

A leading event ticketing technology firm in Düsseldorf is seeking a VP of Global Customer Support & Service. The role involves managing global customer support teams, enhancing operational efficiency, and driving customer satisfaction strategies. Candidates should have 10-15+ years of experience, including leadership in B2B customer support within tech or SaaS. This position offers a dynamic work environment focused on innovation and employee growth, alongside a diverse team committed to transforming live entertainment experiences.

Leistungen

Sustainable growth strategy

Collaborative work environment

Qualifikationen

• 10-15+ years in total experience with 5+ years in senior/global CX leadership.
• Experience managing multi-location global teams, ideally US and EMEA.
• Fluent in English; professional proficiency in German preferred.

Aufgaben

• Lead and scale global Customer Support & Service organization.
• Drive operational excellence by analyzing KPIs and improving workflows.
• Define and track customer experience KPIs.

Kenntnisse

Leadership experience in B2B Customer Support

Operational and process design capabilities

Analytical mindset

Excellent communication skills

Tools

Intercom

Jobbeschreibung

Redefine the future of live entertainment tech

Welcome to vivenu, the global leader in event ticketing tech and one of the world’s fastest-growing live entertainment tech firms. We are transforming event ticketing for global leaders like the Grammys, the Golden Globes, Stanford University and the Hockenheimring turning what was once a simple transaction into a strategic business advantage. Backed by over $65 million in funding, our platform empowers event organizers to own their brand experience, unlock deep data insights, and seamlessly integrate ticketing into their digital infrastructure.

With six offices worldwide and growing, we deliver a customizable, intuitive solution and industry-leading support that simplify even the most complex ticketing challenges –helping organizers deliver exceptional experiences and drive real growth.

Join us and build the future of live entertainment.

The VP of Global Customer Support & Service position combines first-line and second-line leadership responsibilities, managing vivenu's global Customer Support & Service teams. This group leads all client-facing product support, ticket buyer support and on-site event operations, as well as end-to-end ticketing hardware lifecycle management.

Key responsibilities include building and leading a high-performing team, driving operational excellence by analyzing KPIs, improving workflows, and upleveling tooling.

• Lead and scale our global Customer Support & Service organization across Europe and the U.S.
• Expand and professionalize a global customer service strategy focused on satisfaction, retention, and operational efficiency.
• Oversee day-to-day customer service operations via Intercom, ensuring excellence across live chat and support channels.
• Define and track CX KPIs (CSAT, response and resolution times, etc.).
• Establish standardized processes, training programs, and escalation paths.
• Partner cross-functionally with Product, Sales, and Operations to improve customer touchpoints and feedback loops.
• Coach, mentor, and develop leaders within the CX organization to build a scalable global function.

What you will need to succeed in this role:

• Proven leadership experience in B2B Customer Support, Service, and Experience within a tech or SaaS organization.
• 10-15+ years total experience, including 5+ years in senior or global CX leadership roles.
• Experience managing multi-location global teams (ideally US and EMEA).
• Strong operational and process design capabilities.
• Deep familiarity with Intercom (or similar chat-based CX tools).
• Analytical mindset with the ability to define and use KPIs to drive performance.
• Executive presence with excellent communication and stakeholder alignment skills.
• Fluent in English, professional proficiency in German preferred.

Why join vivenu?

Live Entertainment Tech

Play a mission‑critical role for global brands, redefining fan experiences from festivals to major sports events. Here, you’re part of the business of fun — powered by cutting‑edge technology that brings moments to life for millions.

Sustainable Growth

We scale sustainably on a profitable, VC‑backed foundation with true product‑market fit. This means continuous investment in our people, products, and long‑term vision.

Top‑tier Team

Collaborate with over 160 dedicated professionals, including leaders from Google, Slack, and Salesforce. Together, we’re shaping the future of live entertainment technology, one decision at a time.

Global DNA

We’re a diverse, merit‑driven team spread across six global offices. Talent and impact are what matter here — not hierarchy or background.

Fast Growing, in All Aspects

Sifted consistently ranks us among the fastest‑growing scale‑ups in Europe. We’re driven by daily learning, shared wins, and collective growth.

Next‑Gen Leaders & Insights

Work alongside some of tech’s brightest minds — from Forbes 30 Under 30 founders to Executive of the Year award winners. At vivenu, you’ll help set the standard for the ticketing industry’s future.

vivenu Inclusion Statement

At vivenu, we believe our people define our success – and that we win with bold, diverse minds. The strongest teams are built on different perspectives, experiences, and voices. We’re committed to creating a workplace where everyone feels empowered to contribute, grow, and thrive to shape the future of live entertainment globally.

Check out our mission statement and corporate values here.