Customer service sits at the center of EventConnect’s guest experience—responding to families, team managers, and hotels during some of the busiest and most stressful moments of tournament travel. In this episode, Sarah speaks with Julia, Director of Customer Service, to unpack what it means to support thousands of users in real time.
A Department That Sees Everything First
Julia explains that the Customer Service team is uniquely positioned inside the organization. Because they handle the highest volume of daily interactions, they are often the first to identify patterns—issues with booking flows, questions that recur across events, or new features that may need refinement. Their insights migrate back into product and operations, fueling meaningful platform improvements.
Hiring for Strengths You Can’t Teach
What Julia values most in her team is not technical expertise—it’s emotional intelligence. The team is fully distributed across Canada, so communication skills, maturity, and adaptability are essential. As Julia says, tech can be trained; empathy and curiosity cannot. Her team includes people from hospitality, food and beverage, travel, event management, and tech, creating a diverse foundation for understanding user needs.
Data-Driven Performance
Using Zendesk, the team measures first reply time, handle time, resolution time, ticket types, and agent capacity. Over time, they’ve built a strong sense of what “good” looks like—and how to allocate resources to maintain that standard even during peak event cycles.
The Right Use of AI
AI plays a growing role in reducing repetitive work—handling common questions through chat, escalating complex problems to agents, and smoothing communication across channels. Julia emphasizes that the goal is not replacement but amplification: giving agents more time for nuanced, human-centered interactions.
A Culture That Encourages Growth
Julia’s passion for the company comes through in the way she describes EventConnect’s culture—supportive leadership, collaboration across departments, and a constant push to improve the guest experience.
Customer Service may be the frontline, but it’s also a team of strategic thinkers shaping the future of the platform.
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