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Six years spent working on Songkick's frontline, carving out an engaging and memorable user experience for Songkick's community of fans and artists. Managing a support team of up to 7 people, positioning Songkick as industry leaders for customer support, conceiving and delivering flagship brand initiatives and working across all departments to optimise the user experience across the ecosystem. Currently channeling this experience into a UX writer role, positioned within product teams - developing UX solutions and auditing and improving copy to improve user journeys, maximise conversion, increase retention and elevate the perception of Songkick further still.Locked Pro Plan feature
- Writing clear, consistent and concise user-interface content, emails, notifications, and product tours. - Supporting a cohesive brand story across the entire ecosystem of product offerings, making Songkick a consistent, recognisable, engaging and trustworthy home for artists and fans. - Collaborating with designers, product managers, and engineers to deliver compelling UX solutions. - Acting as a subject matter expert to present and rationalize copy solution to stakeholders through best practices and testing. - Leveraging data and research to evaluate content’s impact with the goal of increasing user engagement and optimising conversions through testing. - Approaching messaging through a global lens to deliver optimum experiences for different markets. - Creating and maintaining the style guidelines which document evolving product, brand, and voice/tone standards. - Coaching stakeholders as required and championing (or policing) the guidelines I've developed. - Managing and evolving brand initiatives such as Songkick Sessions and the Oval Space Cinema takeover.
- Managing Songkick’s UK support team of up to 7 people, overseeing day-to-day operations relating to product feedback, user experience, artist and promoter ticket sales, community growth and data quality. - Managing the support queue, monitoring response times and leading the case QA, striving to position Songkick as ticket industry leaders for customer support. - Planning for and successfully handling extreme spikes in demand, such as the advance sale for Adele's World Tour. - Developing, documenting and enforcing Songkick’s tone of voice as human, fresh and energetic across all frontline comms. - Monitoring support health, reporting on weekly metrics and reacting to trends and issues. - Being the cheerleader for the department's achievements on Slack, email and at company meetings. - Managing team health, running weekly 1:1s checking in on happiness, career development, project progress and roadblocks. - Managing hiring and championing a highly successful internship programme, helping to develop fresh graduates and utilising the programme as a valuable hiring pool. - Overseeing the department’s onboarding process, ensuring that new hires understand the Songkick landscape, are in tune with our goals and principles from day one, and are being trained thoroughly and developing in-line with expectations. - Championing the Songkick user within the organisation, holding other departments to account to ensure the best possible user experience is delivered. - Conceiving, managing and delivering Songkick brand initiatives: --- Songkick Sessions - inviting Songkick users to the office for free live performances from bands such as Whitney, Clap Your Hands Say Yeah and Julia Jacklin. --- Oval Space Cinema Takeover - taking up an annual residency at East London venue Oval Space, screening live music documentaries and inviting Songkick users. Personally chairing live Q&As with directors, producers, artists and band managers.
- Working in Songkick’s customer support team, on the front-line replying to users and customers in Desk. - Writing FAQs and macros, identifying opportunities to deflect cases and assisting with the management of the support queue to meet our response time targets. - Taking a leading role in the way Songkick is perceived externally - working closely with the head of the department to build Songkick’s support presence from the ground up. Recognising that every interaction is an opportunity to impress, engage and grow Songkick’s user base. - Managing Songkick’s social media presence - creating, scheduling and optimising content, writing and building engaging blog posts and resonate and reinforce the Songkick brand. - Managing Songkick’s intern programme, leading on on boarding, training and development of new hires. - Representing customer support within product teams - attending standups, retrospectives and prioritisation meetings, holding the torch for the Songkick user and the goals of the support team. - Initiating and managing Songkick events - product launches, company parties, jobs fairs, documentary screenings, live sessions. - Developing expertise and becoming the go-to person for product, usability and data knowledge. Documenting internal FAQs to help scale knowledge sharing as the team grows. - Championing and initiating initiatives to add value to the Songkick experience - such as set times emails, post-show emails, ticket competitions and swag giveaways. - Designing, writing and building bespoke brand emails in HTML and CSS. - Assisting in the execution of user research sessions. - Utilising Songkick’s Show & Tell meeting to demonstrate the value of the customer support department to the wider company. - Being a standard-bearer for Songkick’s support team. Leading by example in efforts to improve our response times and customer ratings, and in pre-empting problems to reduce caseload.