Mission

You'll be a key driver in executing Tixel’s global fan experience strategy, ensuring we deliver seamless, intuitive interactions at every touchpoint. Working as a part of our Marketplace Experience team, you'll collaborate directly with our Support Operations Manager and Product team to:

• Drive continuous improvement of our platform based on fan feedback and behaviour

• Create exceptional experiences for both ticket sellers and buyers

• Help establish Tixel as the world's most trusted live event marketplace

You'll have the unique opportunity to shape our core foundation as we scale, balancing fan satisfaction with business growth.

The ideal candidate has experience leading customer experience initiatives, thrives in fast-paced environments and is passionate about live events.

The Gig

• Oversee Fan Experience & Product Operations

  • Monitor and improve how fans use our ticket marketplace, while ensuring all features work properly for both buyers and sellers.

• Lead Product Improvements

  • Find and fix problems in the fan journey, develop solutions for bottlenecks and propose new features to make buying and selling tickets easier.

  • Research industry trends and competitor platforms to keep us competitive and innovative.

• Analyse Fan Data & Feedback

  • Review platform metrics, fan feedback and support queries to identify patterns and improvement opportunities.

  • Create reports with specific recommendations for product changes based on actual fan behaviour and feedback.

• Coordinate Cross-Team Product Updates

  • Work directly with Customer Support, Product, Development and fans to plan, test and launch new features.

  • Ensure all marketplace improvements maintain quality across the entire platform.

• Manage Remote Technical Support Team

  • Manage and develop our offshore team members who handle day-to-day technical troubleshooting and operations.

  • Set performance standards and provide training to maintain consistent operational quality.

What you bring

• Customer-Obsessed Problem Solver: You put customers first in everything you do, quickly learning new tools and technologies to fix issues before they impact their experience.

• Data-Driven Decision Maker: You love diving into metrics and customer feedback, turning insights into specific improvements for our marketplace with strong Excel/Google Sheets skills and experience with Business Intelligence Tools like Looker or Metabase.

• Proactive Improver: You spot opportunities before they're obvious, take initiative without waiting for direction and constantly push to make our platform better and easier to use.

• Clear Communicator: You effectively translate customer needs across teams, explaining complex issues simply, whether talking to developers, support staff or business partners.

• Detail-Oriented Organiser: You ensure accuracy in every aspect of the marketplace, from event setups to pricing configurations, with a natural eye for consistency.

• Collaborative Team Leader: You excel at managing remote team members, building bridges between departments and keeping everyone aligned across different time zones.

Why you’ll love it here

• You'll be a part of a fast-paced, high-energy team aligned with the love of music and live events

• We work hard, but we have fun. Otherwise, what's the point?

• You will have true ownership over your area of responsibility, and your input will be pivotal to the company's success. In turn, you'll have a real impact on people and the live events industry

• We’re committed to building a team that embraces diverse perspectives and creating an inclusive environment where everyone feels valued and empowered.

• We’re proud of the fact we are family-friendly and have a flexible work environment with our HQ based in Melbourne and a growing team in our London Office.

• You’ll get an extra personal day off every month

• We offer a monthly ticket allowance

• We will invest in your development with access to a ‘level-up’ allowance and make it our priority to help you achieve your career objectives.

Give it a shot

• We're not counting the years on your resume. What gets us buzzing is talent and passion. If you've got the fire, we're here to fan the flames!

• Feeling like you don't tick every box? Stop right there! You're probably selling yourself short. We're on the hunt for hidden gems, so throw your hat in the ring and let's see what you've got.

• Here at Tixel, we believe that Diversity, Equity and Inclusion (DE&I) is key to achieving our mission, which means we are dedicated to making our hiring fair, unbiased and inclusive. So, if you're from a background that's not seen enough in our industry – whether you're female, gender diverse, neurodiverse, a person of colour, part of the LGBTQIA+ family or any underrepresented star – we're especially keen to hear from you.