At Pollen, the support we provide our customers is crucial to the success of the business. Support is a lot more than just answering questions, it’s about taking the information our members provide us to use as insights to help Pollen grow. Delivering world-class support to our members establishes trust in our community and trust is at the center of the Pollen member experience. We need to be able to not only improve but also scale our fast-growing community operations.

In this role, you will be managing the performance and relationship of our outsource contracted workforce. Pollen will rely on you to collaborate effectively, lead with a vision, and build our strategy as to how we use contractors to support our customers and our business globally. We will count on you to align multiple individuals and teams around common business goals.

This role comes with a heavy focus on solving problems through data analytics and leading teams to deliver stellar customer outcomes and continuous process improvement.  You will advocate passionately on behalf of our customers to influence the overall customer experience, and lead stakeholder relationships across the larger business to set the right expectations and deliver on them.

What you’ll achieve within 12 months: 

  • Manage the Outsource Contractor relationship, taking the lead on performance management, quality assurance, and resource allocation of our outsourced workforce to ensure the following:
    • Our outsourced workforce consistently performs in line with our performance and quality standards.
    • Our outsourced workforce is resourced adequately to account for quick ramp up and ramp down periods as well as supplementing our FTE workforce to provide 24/7 support for Pollen customers.
  • Our outsourced workforce has the necessary training and tools to be successful. 
  • Become a subject matter expert at training the outsource contractors in defusing escalated situations and solving problems in creative ways to ensure the highest level of customer satisfaction.
  • You will proactively mentor team members and support their development in an effort to actively retain talent.
  • Develop the correct reporting mechanisms and dashboards to keep yourself, your team, and management informed and inspired to reach their goals.
  • Create the systems and processes by which internal teams can request outsource resources to support business needs while maintaining a focus on impact and ROI.

About our culture

Find out more about our culture and life at Pollen on Instagram.

About Pollen

Pollen builds, curates, and delivers the best travel experiences using technology, a network of global partners, and a data-driven customer-led mindset – pairing world class entertainment with the world’s most exciting destinations.

Pollen brings you all the best experiences on We have two offerings: Pollen Presents and Pollen+. Pollen Presents curates experiences around your tastes and preferences you can’t find anywhere else. These experiences bring together music, sports, wellness and beyond to enable you and your friends to connect around one-of-a-kind itineraries in exciting destinations. Pollen+ always gets you more at music festivals and events when you book through us. Pollen+ partners with the biggest promoter brands and music festivals, including We Are FSTVL, Austin City Limits, Bonnaroo, C3, Electric Zoo, Live Nation and more. 

Pollen was founded in 2014 by brothers Callum & Liam Negus-Fancey. Pollen is backed by prominent investors including Kindred, Northzone, Sienna Capital, Backed and Draper Spirit. Pollen has raised over $100 million in VC funding.

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Streetteam Software Limited t/a Pollen (“Controller”), which is located at 3 Loughborough Street, Vauxhall, London, SE11 5RB and can be contacted by emailing Controller’s privacy officer is Stephanie Ng-Fragner, who can be contacted at Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. 

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under either the standard contractual clauses or the Privacy Shield. You can obtain a copy of the standard contractual clauses by contacting us at

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. In the event that you are unsuccessful during the recruitment process, your personal data will still be retained by Controller for up to a year for the purposes of assessing your application for future vacancies. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. Please notify us if you would like your personal data erased. In addition, you may lodge a complaint with an EU supervisory authority, including the Information Commissioner’s Office, the UK regulator for data protection issues (

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Diversity & Inclusion at Pollen US

Pollen’s purpose is to give people bigger lives and we want to do that for everyone. We collect this information on diversity because it is by knowing who is here, that we know who is missing – helping us drive more equitable and inclusive hiring practices.

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This information request is voluntary. You can choose not to answer any or all of the questions and it will not impact your application in any way. Your answers will not be visible to the job recruiter or the hiring team. All answers will be kept confidential, including (as applicable) in accordance with the ADA (Americans with Disabilities Act).

Diversity and inclusion is a priority for us here at Pollen and that means embracing people from all different backgrounds. 

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