About

Who are we?

Tito is a design-led, self-funded company, aiming to provide a stress-free registration experience for organisers and attendees. We have steered clear of startup mania, but we're okay with that. We like doing things a little differently.

We're focused on building a great product that our customers love, and laying the foundations of a solid, sustainable business for ourselves in the years to come.

Intercom map

Founded by Paul and Doc and headquartered in the heart of Dublin, Ireland, over the last 5 years we have built a growing platform which has proudly processed over €200 million worth of tickets for organisers in 2,509 cities.

But we feel like we’re just getting started.

What do we care about?

Life outside the office
Whether it’s spending time with friends and family, in the great outdoors or glued to Breath of the Wild, we encourage sensible working hours and personal days when needed.

Our team
Right now we’re a team of six and believe great things can be done with a small team. Because we’re small, everyone is involved and everyone feels like part of business and the product. They care about our goals and about our future.

We want to build a meaningful and fulfilling working environment, and create the kind of company that we would want to be a part of.

Our customers
They are the life and soul of Tito. We’ve grown slowly to make sure we can listen to feedback and improve the product. Our customers span all walks of life, from community groups to tech giants, to cake festivals. They all have needs and wants and we try and provide software that will ease their day-to-day.

Our product
We built Tito because we believe event registration can be better. A great attendee experience should start with us and we don’t take that responsibility lightly.

Inclusivity
We care about inclusivity and diversity and are building a small team of advisors to help us improve and ensure that we create a modern, safe, inclusive workplace for everyone.

Integrity
We respect our customers, their customers and our team. You won’t find any shady goings on behind the scenes. Every business decision that affects our customers is scrutinised and we always encourage feedback from the team and our customers.

We care about doing the right thing, and having opinions about how subtle software decisions can solve real problems. We know that hard problems can’t be solved overnight, but we care about trending toward our ideals, step by step.

What won’t you find at Tito?

Exponential growth
Gentle and organic is just fine with us. That’s not to say we don’t have ambition, we just don’t want to pursue growth at all costs and risk compromising the integrity of our business.

Meaningless engagement
We build and design to delight our customers, not entrap them. Same goes for sales and marketing. We value strong, lasting relationships, and not fast, one-off deals.

A metrics-only approach
Numbers are good but they aren’t everything.

Ninjas, rockstars, or fantastic beasts
We prefer humans and humility.

The three things that guide us

  1. Putting experience first for employees, our customers, and their customers
  2. Building a product that helps our customers to be better at what they do
  3. Providing responsive, personal customer support

Opportunities

Customer Experience Lead

Who are we looking for?

We’re looking for someone to own Tito’s customer experience. This is a big role that very much speaks to who we are as a company. It will involve wearing a number of hats, and being involved with pretty much every aspect of the business.

Ideally we’d like you to be working along side us in our Dublin office, but we are remote-friendly and happy to discuss options.

We care a lot about being inclusive and we’re working proactively to do just that. We really want applicants with a range of lived experiences, it helps build a better product, be a better team and serve our customers better.

What will you be doing?

Our customer experience lead will be responsible for the happiness of our customers. Philosophically, it starts with the same care we have and gratitude we feel about each and every customer. Empathy is the name of the game here: knowing how to identify our customer’s motivation and perspective, and not just reacting to problems. Pragmatically, it will involve being involved in the whole of the customer’s journey: a little marketing, a little sales. Chatting regularly with customers, and ensuring our user experience, feature set and user interfaces meet their needs.

Initially we will bring you up to speed on the product, our customers and our exciting plans for the future. We’re a big fan of dog fooding so we may ask you to run a small event using Tito.

As background you’ll also spend a fair bit of time working with other members of the team on customer support. The co-founders spend a good chunk of time every day responding to support questions and it’s the best way to see where the pain points are.

Armed with this information you’ll be encouraged to expand into user research and influence the design of the product: its user interface and its user experience.

Over time, and in line with our growth you’ll build your own customer experience team.

Yes, but what will I actually be doing?

  • Reviewing and replying to customer support requests via our support tool Intercom along with other members of the team
  • Indentifying user interface and user experience pain points and suggesting improvements
  • Reviewing, prioritising and managing the backlog of user interface and user experience changes in Pivotal
  • Creating and maintaining a user interface pattern library
  • Collaborating with the sales and marketing team on forthcoming features and campaigns
  • Regular reviews and discussions with the co-founders on upcoming features
  • Wireframing new user interface ideas and changes
  • Initiating and conducting user research and drawing conclusions
  • Managing beta software tests and gaining feedback from customers
  • (Optional) Implementing minor HTML, SASS, JavaScript, Ruby on Rails updates

Sound like fun? Let’s talk.

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