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

Overview

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.

Role

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.

Responsibilities

• 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.
• Sustainable Growth: We scale sustainably on a profitable, VC-backed foundation with true product-market fit.
• Top-tier Team: Collaborate with over 160 dedicated professionals, including leaders from Google, Slack, and Salesforce.
• Global DNA: We’re a diverse, merit-driven team spread across six global offices.
• Fast Growing, in All Aspects: Sifted consistently ranks us among the fastest-growing scale-ups in Europe.
• Next-Gen Leaders & Insights: Work alongside some of tech’s brightest minds and help set the standard for the ticketing industry’s future.
• vivenu Inclusion Statement: We believe our people define our success and are committed to creating a workplace where everyone feels empowered to contribute, grow, and thrive to shape the future of live entertainment globally.