Customer Service Manager - Escalations

Location: Farringdon, London, United Kingdom, with additional onsite work at shows and festivals during the summer season as required.

Company

hirify.global is a global live entertainment company operating across concert promotion, event ticketing, festivals, and music marketing.

What you will do

• Manage complex and sensitive complaints escalated beyond frontline customer service.
• Investigate cases, gather information from internal and external stakeholders, and identify appropriate resolutions.
• Build clear case files and draft accurate, empathetic, and policy-aligned written responses.
• Act as liaison with the industry ADR service, submitting evidence, tracking deadlines, monitoring outcomes, and producing reports.
• Identify complaint trends and recommend improvements to policies, terms and conditions, customer communications, and processes.
• Develop response templates, case-handling guidance, and knowledge resources while ensuring compliant record-keeping.

Requirements

• Experience leading high-quality, high-volume customer service across a complex business.
• Significant experience handling customer complaints, escalations, complex cases, and resolutions.
• Strong investigative, analytical, organisational, written, and verbal communication skills.
• Confident stakeholder management and the ability to collaborate with internal teams and external partners.
• Ability to manage high case volumes, firm deadlines, pressure, troubleshooting, and sensitive or confidential matters.
• Experience with customer service CRM systems, preferably Zendesk, and good working knowledge of Microsoft Office.

Nice to have

• Experience in live music, events, ticketing, travel, or hospitality.
• Direct experience working with an ADR scheme or ombudsman service.

Culture & Benefits

• Customer-focused and inclusive working environment with an emphasis on continuous improvement.
• Tickets to shows and festivals.
• Unlimited annual leave and support for work-life balance.
• Office facilities include gym equipment, fitness and meditation classes, arcade games, complimentary barista coffee, and subsidised lunch options.
• Regular staff events, speakers, and open mic nights.