Supporting our hosts: Vision for 2025 & Reflections from 2024

Opening Night at the 2025 Westpac OpenAir Cinema Sydney

Providing excellent, human support to our hosts is one of our key pillars at Humanitix, and this isn't just by chance. There's a lot (A LOT) that goes on behind the scenes in the Humanitix Customer Success team to ensure that our hosts feel heard, supported and loved.

To give you a peek behind the intention, effort and love poured into this, we wanted to share some of the reflections from 2024 from the global CS team, and the shared vision for 2025.

We hope that this sheds a bit of light on what goes on at Humanitix, and that it inspires the way you work with your own teams as well. ☺️

Reflections from 2024

Major milestones

• We welcomed amazing new team members and said some tough goodbyes
• We onboarded and ran some of our biggest onsite experiences at Strawberry Fields, the Melbourne International Flower and Garden Show, and 4x4 Expo

Done and (literally) dusted - onsite at Strawberry Fields 2024 keeping the scanning rolling

The year in some numbers

• We’ve hosted over 600,000 events since Humanitix began - when do we hit 1 million?
• We maintained a 95% positive CSAT rating for the year
• We reached over 350 Trustpilot reviews with a rating of 4.7/5!
• We made over 8000 calls
• We replied to over 32,000 conversations

Reflections from the team

"I was really proud of..."

• Stepping up to new jobs and responsibilities
• Training others
• Managing changes and new learnings
• Taking on feedback from others and asking for help
• Providing the best level of support to our hosts
• Conversation ratings!

Our account managers Rose and Tash are tickled pink to be helping our hosts everyday

"I think we did a good job at..."

• Championing responsibilities; dividing the work and delegating
• Teamwork! We looked out for each other and helped others out
  Improving our team communication
• Optimising our processes; from stand-ups, to day-to-day tasks, and escalations
• Celebrating each other 💖

We love celebrating our wins together, in work and in our personal lives

"I really loved..."

• Finding greater clarity in our job purpose and where to grow.
• Being a leader - Teaching, training, and guiding others.
• Seeing the full onboarding journey from sign-up to renewal and knowing I smashed it
• Getting thanks from our hosts for our support
• Having awesome experiences at the events we ticket and getting to represent Humanitix

All smiles at the front gate at the 4x4 National Outdoor Show, Brisbane

"I think our biggest challenges were..."

• Keeping up with product updates; bugs, new UIs, increased support demand
• Dealing with spikes in workloads
• Prioritization - knowing how to manage our days, value host issues, or focus our efforts on what's most important
• Getting the right fit for the team and improving our onboarding / training / integration for new team members
• New systems, new tools, new challenges

Quality Assurance puppy is always on hand to read over an email before we press send.

"I personally struggled with..."

• Self-doubt - filling the shoes of my new responsibilities
• Dealing with mistakes and learning from them
• Multi-tasking my responsibilities, tasks, and workload
• Motivation and mental health - when working remotely or when there were a lot non-work related pressures
• Understanding where I 'fit’ in the team. Where are my skills and passions best placed?
• Being confident in what Humanitix can and can't do
• Not ‘speaking up’ when I see something is taking too long or could be better
• Old habits and responsibilities - learning to focus on one or the most important to give the best long-term result

"My last thoughts on 2024 are..."

• “I am proud of us and excited to see how we handle our growing amount of hosts”
• “It felt like a BIG year for the CS team and I'm proud of how we handled it”
• “I truly love this job and love my team with my full heart”
• “It's nice to see a company listening and making changes to better all of us”
• “I love my job and appreciate my team”
• “We are a great team with great potential and look forward to contributing more”

Vision for 2025

After reflecting on the successes and challenges of 2024, the team then looked ahead to realign on key focus areas.

Who is the CS team? What do we do?

Support

• We're educators. We help hosts understand how Humanitix works and how it can best be used to manage their events and achieve their goals.
• We’re problem solvers. We investigate issues, find out what someone might be trying to achieve and suggest the best possible outcome. We make sure someone’s question has been answered.
  If we can’t, we find out who can.
• We're experts. We see more events in action than an average host. We should be inquisitive about what has and hasn’t worked and give our direction and insight without running the event for them.
• We're self-service. We give hosts the power to manage their event - effectively - through tools and training. With Humanitix, they don't need to rely on others to action things for them.

Voice of the platform

• We’re the voice of the platform and our hosts. We see the platform in action everyday and how it lives and breathes.
• We’re the first to investigate and flag ‘bugs’ or issues with the platform.
  We seek to understand what hosts love and don’t love.
• We provide insights to the product team that will make hosts' experience better.
• We build the customer experience by improving our external processes, creating new resources, or changing the way we interact with hosts.
• The rest of the company looks to us for insights into the wants and concerns of hosts.

A diverse team

• We are the most international team in Humanitix working closely across 5 timezones.
• Our day-to-day covers a very wide range of tasks from support, admin, and product.
• We really need to ensure we maintain high levels of communication across the team, and that we attract and find the right people to help us grow.

We’re a group of people who give a sh*t and really pride ourselves on giving event hosts a great experience and a little bit of ourselves along the way.

Areas of growth:

• Consistency
• Dealing with challenges
• Building the team structure and individual roles
• Ownership and proactivity
• Leadership and growth

Be proactive in looking to clear outstanding tasks, new opportunities for us to delight or engage with hosts, or help out other team members. Don’t fall into the bystander effect and assume someone else will handle something.

The team looks to 2025

"I think we should spend more time to improve..."

• Managing process changes and making sure we all understand equally
• Our consistency in providing support and define the difference between “getting through it” and “giving support”
• Being proactive in investigations, researching, finding the answer and escalating
• Soft skills like prioritization, working efficiently, and quickly
• Speaking out with suggestions on how to improve something
• Empowering the team to work on new projects or side tasks
  

Rose is already achieving her goals by working alongside our Senior Developer Jake to solve problems for hosts in our February Hackathon

"In 2025, I am looking to improve on..."

• Keeping calm and focusing on the task in front of me
• Learning about our integrations such as Mailchimp, Zapier and our API
• Creating clearer deadlines, stricter time management, and prioritization of tasks
• Coming in with a positive attitude and staying upbeat
• Aligning the team around major events to manage and reduce overall workload
• Connecting with the team more
• Looking for and taking on more responsibilities
• Learn more about onsite scanning and operations!
  

Daisy, Karina and Tash getting out there at the Sydney Gay and Lesbian Mardi Gras 2025!

"I would like to spend time working on..."

• Owning my role and my responsibilities
• My confidence in managing and problem-solving more technical scenarios or integrations
• Building the CX and language used in our products
• Learning what gives joy to hosts and what they find valuable
• Providing feedback to the product team
• Onsite events for onboarding and networking experience
• Understanding how our integrations work
  

Our newest CS member Sally working with Sam, our Product Owner

"I see myself being a leader in this team by..."

• Setting the standard in quality of responses in Front of House
• Becoming a technical leader
• Proactively building out our internal knowledge database
• Being a key point of contact for platform knowledge to clarify functionality or explore workarounds
• Driving referrals, exploring our network, and finding ways to get more engagement and increase an event's ticket sales
• Giving feedback to others in the team
• Leading our meetings and sharing our CS journey with the broader company
• Inspiring the team, showing every interaction with a host is an opportunity
• Actively onboarding new team members

If you made it this far, thanks for taking a deep dive into what goes on inside the heads of our brilliant and devoted Success Team! As you can see, we take supporting our hosts very seriously and are dedicated to being the most loved platform that helps hosts and facilitates incredible events, while also helping solve the world's most pressing issues with our profits.