Platform Expert, Easol
Support
Some travel required
3-5 days a week in office
All-in-one platform for experience businesses
Open for applications
All-in-one platform for experience businesses
21-100 employees
Open for applications
Some travel required
3-5 days a week in office
21-100 employees
Company mission
To enable a generation of experience creators to love what they do.
Role
Who you are
- Candidates should love working with customers, be the right mix of resourcefulness, empathy and technical acumen and have a strong customer support background
- You have a proven track record of accountable, excellent performance in a fast-paced startup environment
- You have experience in SaaS/B2B within customer support, customer success or professional services ideally from Music, Entertainment or Fintech Industries support roles. That said, we are open to extraordinary talent from a variety of backgrounds but you must be genuinely passionate about commercial, technology and the experience industry
- You are highly analytical and data-driven with the ability to dissect and interpret large sets of data
- You are highly empathetic and have excellent written and verbal communication skills
- Advanced knowledge of Zendesk is required
- Basic knowledge of HMTL, CSS, Javascript would be a plus. Even if you don't have any idea now, you don't shy away from making use of all the free resources out there to get up to speed
- F2F onsite visits and live event attendance is also a key part of the role. A good understanding of e-commerce, web analytics and digital marketing would help you excel in this role
- You have a bachelor's degree or equivalent
What the job involves
- As a Customer Support Manager, your role plays a crucial part of Easol's growth and retention journey as you will be responsible for supporting Easol’s creators, whilst also ensuring the smooth running of the support team
- You will also be supporting all teams within CS: including supporting on Implementations, Account Management and Event Operations
- You will provide technical guidance to Easol’s customers helping them find solutions and drive value from the Easol platform to support their business growth
- You will also work with the support team to ensure internal KPIs are met and we are living up to our Creator First values
- Own a defined book of business within Support, fostering an environment that enables customer growth while proactively reducing churn and identifying risk signals. Act as a strategic partner to creators, helping them maximise value from the platform and ensuring their long-term success
- Identify recurring issues, inefficiencies, and customer friction points, and lead initiatives to streamline support operations, improve workflows, and enhance the effectiveness of customer service tools. Drive continuous improvement across processes and technology
- Serve as the primary escalation point for creators, managing high-priority or complex cases with urgency and precision. Escalate appropriately to the VP of CS when issues require executive visibility or cross-functional intervention
- Support Customer Success Managers and Event Operations teams, ensuring alignment on creator needs, resolving blockers quickly, and providing insights that reinforce a unified customer experience across the organisation
- Build and maintain strong, trust-based relationships with Easol Creators, delivering exceptional service and ensuring timely, complete resolution of inquiries across all support channels. Take ownership of the most challenging, high-impact customer problems
- Develop deep subject-matter expertise in Easol’s platform, staying informed on new feature releases, upcoming changes, and product capabilities. Act as a go-to expert across the business for product knowledge and technical nuance
- Be accountable for core Support KPIs, including first reply time, requester wait time, CSAT, and implementation-related metrics such as churn. Use these metrics to assess performance, guide prioritisation, and drive meaningful improvements to customer experience
- Support onboarding and continuous development of support agents, offering coaching, guidance on handling complex interactions, and regular feedback to elevate team performance and ensure consistency in support quality
- Own the support reporting strategy, managing tooling (e.g., Zendesk Explore), improving visibility into customer insights, operational performance, and team efficiency. Develop long-term reporting solutions and drive adoption of data-driven decision making
- Analyse customer and operational data to surface trends, informing internal stakeholders and highlighting key areas for improvement. Evaluate the performance of cross-functional partners (Success Engineering, Frontend, Finance, etc.) to support accountability and collaboration
- Collaborate cross-functionally to share customer experience (CX) insights, supporting strategic decision making across Product, Engineering, Success, Operations, and Leadership teams. Act as a consistent voice of the customer across the business
- Build and maintain a best-in-class feedback loop with Product and Engineering, ensuring customer feedback is captured, prioritised, and actioned. Advocate for improvements that reduce friction, increase customer value, and support platform adoption
- Analyse key trends and customer sentiment, delivering insights that influence product roadmap planning and feature prioritisation. Provide regular feedback to inform long-term product strategy and enhance overall customer experience
Salary benchmarks
Our take
Easol was founded in 2017 by husband and wife team Ben and Lisa Simpson with the intention of becoming the world's first all-in-one SaaS platform for experience commerce. The company aims to bring vital experience commerce tools all into one synchronised place.
Easol empowers entrepreneurs by removing the need to outsource their business to traditional e-commerce platforms, booking platforms or experience marketplaces such as Airbnb. This appeals directly to bosses looking to maintain full ownership of their business, and to streamline the labour-intensive and hands-on booking and tracking processes.
The company is taking advantage of the growing experience market, as more and more businesses are founded to provide the rising demand for unforgettable experiences. After a difficult few years, the experience market is set to boom, and Easol has enjoyed a $30 million funding round in 2024, which will be used to invest in their US presence off the back of opening a hub in New York.
Freddie
Company Specialist at Welcome to the Jungle
Insights
100% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2024
$30m
SERIES A
Apr 2022
$0.1m
GRANT
Total funding: $59.8m
Company benefits
- 25 days of holidays plus public holidays
- Equity
- Gym Membership worth £30
- Headspace membership
- Development & Coaching Budget
- £1,000 Personal Deep Week Budget
- Design your own Setup Budget
- £35 per month mobile phone contribution
Company HQ
Shepherd's Bush, London, UK
Articles
Leadership
Ben Simpson
(CEO & Co-Founder)They were the managing director of youth marketing and experience agency Rough Hill. They co-founded Rise Festival in Les 2 Alps and Running Wild, an event promotion organisation.
Lisa Simpson
(Chief Brand Officer & Co-Founder)They obtained a masters from Warwick University. They were a creative project manager at Rough Hill, and worked for Action Aid for over 4 years. They co-found Rise Festival and Easol.
Diversity, Equity & Inclusion at Easol
Lisa (Simpson)
- There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas!
- Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.
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