When Eventbrite launched in 2006, it took on some goliath competitors — Ticketmaster and StubHub among them. But Co-founders Kevin and Julia Hartz were convinced there was a niche in the market for smaller event organizers. It turns out they were right, pulling in $200 million in funding, and acquiring two companies of their own last year. But they owe a lot of this success to one core differentiator: Their emphasis on excellent customer service.
Enter Dana Kilian, one of the company’s earliest hires, who has built an enviable customer service arsenal that still provides personalized service over the phone for a customer-base of millions. Now VP of Customer Service, she’s seen a lot go right, a lot go wrong, and has learned a ton along the way. In this exclusive First Round Review interview, she explains step-by-step how a startup can build a winning customer service team, starting from the very first hire through hyper-growth.
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Click through to the First Round Capital Review to read more...