Customer Service Executive (Events & Ticketing)

Steele Charles are proud to be exclusively partnering with an innovative ticketing and events technology provider, to hire a Customer Service Operative to join their growing team in Edinburgh.

This is a self-service ticketing and accreditation platform powering some of the largest and most important events in the world. Built by event organisers and developers, the business is rethinking how ticketing works - with a strong focus on user experience, service, and smart technology.

This is a fantastic opportunity to join a fast-growing, mission-driven tech company where customer experience sits at the heart of everything.

The Role

As one of the voices of the business, you’ll be the first point of contact for customers, delivering outstanding support across phone, email, and social channels. You’ll help event-goers and organisers navigate ticketing and payment queries while feeding valuable insights back into the product and operations teams.

This role suits someone who is empathetic, calm under pressure, and great at solving problems in real time.

Key Responsibilities

• Managing inbound customer service calls with professionalism, warmth and efficiency
• Providing support via phone, email, and social media
• Resolving ticketing issues such as missing tickets and double payments
• De-escalating challenging situations with empathy and logic
• Identifying recurring customer frustrations and suggesting process or product improvements
• Logging and managing interactions via Freshdesk
• Escalating complex cases to internal teams when needed

What We’re Looking For

• Exceptional telephone manner - confident, articulate, and professional
• Excellent verbal and written communication skills
• Strong active listening and natural empathy
• Quick-thinking problem solver who can stay calm during live conversations
• Organised, self-motivated, and able to manage high volumes of enquiries
• Positive attitude and professional presentation

Desirable (but not essential):

Customer service experience, ticketing or events industry exposure, box office or front-of-house experience, and familiarity with helpdesk tools like Freshdesk.

The Details

• Location: Edinburgh (3 days office, 2 days hybrid)
• Hours: Core 9am–5pm with flexibility between 08:00–19:00
• Salary: £25,000
• Benefits: Discretionary performance bonus + EMI share options for high performers

If you’re someone who enjoys helping people, thrives in a fast-moving environment, and wants to be part of a company shaping the future of event technology, we’d love to hear from you.