Customer Service Manager

About Aaron Sansoni Group International The Aaron Sansoni Group is not just a business education company - it’s one of Australia’s leading success stories. Over the past two years, we’ve navigated challenges, celebrated remarkable achievements, and now, we’re setting our sights on an extraordinary future. With 2025 and beyond promising unprecedented growth and expansion, we’re building a dream team to make it happen. Founded by Aaron Sansoni, best-selling author, investor, speaker, and a globally recognised authority on building business "Empires"- our company empowers entrepreneurs and business leaders to achieve greatness. Aaron has graced international stages, inspiring countless individuals and cementing his reputation as one of the world’s most sought-after mentors. As we scale new heights, we’re looking for ambitious, talented, and passionate individuals who want to contribute to shaping the future of entrepreneurship and business excellence. If you’re ready to make an impact, grow with a thriving team, and be part of something truly extraordinary, we want to hear from you. Together, we’ll redefine what’s possible in business success. Role Overview The Customer Success Manager plays a crucial role in ensuring seamless ticketing operations and exceptional customer service for all Aaron Sansoni Group events. This role is responsible for managing the end-to-end process of event ticketing and bundles, from allocation and tracking to reporting and customer engagement. By working closely with the sales team, this role ensures a smooth onboarding process for all ticket purchases, providing attendees with the information and support they need to maximise their event experience. Additionally, this role oversees a team of Virtual Assistants (VAs) responsible for event confirmation calls and follow-ups, ensuring that attendees receive timely reminders and support. Managing the customer service inbox, live chat, and SMS communications, the Customer Success Manager acts as the primary point of contact for resolving inquiries and maintaining a high level of customer satisfaction. With a focus on continuous process improvement, this role will implement strategies to enhance ticketing efficiency, increase attendance rates, and improve the overall customer journey. The ideal candidate is a highly organised, customer-focused professional with experience in event ticketing, team leadership, and data-driven decision-making. Key Responsibilities

• Event Ticket & Bundle Management – Handle ticketing operations, allocations, tracking, and reporting.
• Customer Support – Manage inbox, live chat, SMS; resolve inquiries promptly.
• Event Confirmation & Attendance – Lead VAs in confirmation calls, improve attendance rates.
• Sales & Marketing Collaboration – Work with sales to onboard ticket purchases and support marketing efforts.
• Data & Reporting – Maintain CRM records, track attendance, and identify trends.
• Process Improvement – Streamline ticketing and support systems for efficiency.

Key Attributes

• Strong communication and relationship-building skills.
• Proven customer service and problem-solving abilities.
• Leadership experience in managing remote teams.
• Organisational skills with an eye for process optimisation.
• Technical proficiency with CRMs (HubSpot preferred) and event management tools.

Experience & Requirements

• 3+ years in event ticketing, customer service, or account management.
• Experience leading a remote team and handling multi-channel support.
• Background in events, hospitality, or training is a plus.
• Proficiency in CRM and project management software (HubSpot, Asana preferred).

ASG Team Benefits

• Subsidised gym membership, training, and career growth opportunities.
• Quarterly team experience days.
• Access to ASG’s On-Demand Training & Programs.
• Discounts on live training experiences for family and friends.

THE ASG WAY - ROLER - RELENTLESS – We get it done, no matter what. O - OBLIGATION – We prioritise our students and team. L - LEADERSHIP – We take ownership and show up. E - EXCELLENCE – We continuously improve and empower.