HighlightTA

• Create an annual events strategy and plan • Drive planning, execution, and optimization of events • Maintain project deliverables and timelines • Own event logistics and production • Partner with cross-functional teams to develop activations

Role Description Neon One is seeking a Customer Support Specialist for our Arts People platform. Arts People is a specialized, all-in-one ticketing, box office, and fundraising solution dedicated to empowering performing arts organizations. In this role, you will be the ultimate ally for creative nonprofits, helping them navigate everything from high-volume opening night ticket sales to complex patron database management. As part of our collaborative ecosystem, you will also be cross-trained to support other Neon One products. We are seeking a self-motivated, puzzle-loving problem solver who thrives at the intersection of technology and the arts. As a Customer Support Specialist, you will deliver top-tier support through tickets, live chat, and phone support, ensuring our clients can focus on their initiatives, not troubleshooting software. This role is ideal for someone who loves deep technical troubleshooting, embraces a continuous learning mindset, and isn't afraid to ask questions to solve a complex issue. Above all, you must be passionate about delivering empathetic, best-in-class service to the nonprofit community. At Neon One, we believe in the power of technology to amplify human impact. We are committed to intentionally leveraging AI to automate the routine, so our team can focus on what matters most: building personal connections and delivering extraordinary value to the nonprofit community. We don’t just use AI; we use it to be more human. We expect every team member—regardless of role—to embrace an 'innovator’s mindset,' exploring how emerging technologies can help us work smarter and serve our mission faster. The Exciting Part - Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers. - Provide high-quality support across multiple support channels, including tickets, live chat, and phone support. - Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed. - Deliver accurate, empathetic support while consistently meeting or exceeding key performance indicators (KPIs), including Time to First Response (TTFR), Customer Satisfaction (CSAT), and response and resolution time targets. - Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams. - Prioritize own workload effectively and with attention to detail. - Research issues in Zendesk, Slackbot, and Jira to identify potential trends and prevent duplication of work within the department. - Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform. - Follow established security and risk management procedures. The Expected Part - Maintain accurate and up-to-date support documentation as needed. - Leverage modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to streamline daily workflows, summarize complex tickets, and accelerate issue resolution. - Participate in training sessions to continuously develop skills and product knowledge. - Embrace change by continuously expanding skills and knowledge. - Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve. - Manage and monitor Jira tickets, partnering with the Development team to ensure timely resolution and client communication. - Drive continuous process improvements to enhance productivity and customer experience. - Other duties as required. Qualifications - 1+ years of experience in technical support, troubleshooting, database administration, or a related technical role. - Willingness to quickly learn new technologies, platforms, and software tools, including Neon One products, Zendesk, Slack, Jira, Atlassian products, Salesforce, and integrated systems. - Familiarity of performing arts management, patron services, and event operations is a plus. - Excellent problem-solving skills and ability to exhibit empathy. - Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audience. - Undergraduate degree in a related field is preferred but not required. - Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality. - Exceptional attention to detail. - Desire to help make good happen in the world. Benefits - At Neon One, our values are how we show up every day. - We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. - We stand for our customers, act with care and intention in every decision, own the solution, and grow together. - We innovate fearlessly, always exploring new ways to support our community and each other. How We Hire We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. This opportunity is offered through HighlightTA, the on-demand talent team supporting Neon One's growth.

• Design, build, and implement application features based on product specifications and technical design • Maintain and improve our existing codebase through refactoring, bug fixes, and technical debt reduction • Write unit, integration, and automated tests, and troubleshoot issues to ensure reliability across development and staging environments • Review peer code, provide thoughtful feedback, and help the team adopt best practices for maintainability and quality • Actively participate in daily standups, sprint planning, retrospectives, and cross-functional collaboration to deliver solutions • Partner with product managers on requirements, prioritization, and trade-offs • Coordinate with front-end, back-end, and DevOps developers on delivery • Work with designers on UX/UI alignment and design hand-offs

• Develop and execute customer success strategies to enhance satisfaction, onboarding, retention, and revenue growth. • Collaborate with cross-functional teams to align customer success initiatives with overall business objectives. • Act as a key advocate for customers within the organisation, ensuring their needs are understood and addressed. • Stay informed about industry trends and leverage insights to provide strategic recommendations to customers. • Monitor customer health and performance metrics to identify opportunities, risks, and areas for optimization. • Deliver quarterly business reviews and provide actionable insights to both customers and internal stakeholders. • Utilise data-driven insights to identify opportunities for continuous improvement and innovation. • Give input into and implement strategies to improve customer retention rates. • Identify and address factors that may contribute to customer churn. • Own the full commercial lifecycle post-onboarding, including renewals, upsells, and cross-sells, and identify and track expansion opportunities within the existing customer base. • Collaborate with sales and marketing teams to develop and implement strategies for customer expansion. • Help foster a culture of continuous learning, collaboration, and excellence within the team

• Own the core product roadmap and maintain the 12–18 month product roadmap across Zipline’s core platform pillars. • Manage, coach, and develop a team of product managers across Zipline’s core product pillars. • Translate company strategy into product decisions, PM priorities, and quarterly plans. • Lead the evolution of how the product team defines, prioritizes, and delivers work. • Integrate AI strategy into the core product roadmap. • Build and maintain deep knowledge of Zipline’s customers and their needs.

• Maintain the subprocessor register; manage the end-to-end process for reviewing, onboarding, and notifying clients of subprocessor changes in line with contractual and regulatory obligations. • Administer data retention schedules - tracking retention periods by data category and jurisdiction, coordinating deletion and archiving activities, and maintaining supporting documentation. • Support access control compliance, including maintaining records of data access permissions and assisting with periodic access reviews. • Own the end-to-end Data Subject Access Request (DSAR) intake process ensuring accurate request tracking, seamless coordination across internal stakeholders, and timely fulfillment in compliance with regulatory requirements and response deadlines. • Support the privacy office in monitoring and testing activities and audits, notably by ensuring proper documentation and tracking of the controls and related findings. • Ensure that compliance documentation remains up-to-date and support the management and handling of any relevant registries of processing activities and risks assessments. • Act as a first point of contact for client and applicant compliance queries relating to privacy and EMEA regulatory matters, triaging straightforward requests independently and escalating complex or legally sensitive issues to Senior Counsel as appropriate. • Prepare and issue subprocessor update notices and other privacy-related client communications. • Maintain client-specific compliance records relating to data processing agreements and privacy obligations. • Track EMEA jurisdiction-specific reporting requirements and filing deadlines; coordinate preparation in support of the Senior Counsel, Privacy and Senior Compliance Officer. • Maintain the EMEA compliance calendar and assist with regulatory correspondence. • Support credentialing and onboarding/offboarding compliance processes for EMEA clients and vendors. • Apply a working knowledge of regulated criminal-record screening across the UK disclosure regimes (DBS, Disclosure Scotland, and AccessNI), including the distinct check levels available under each and the eligibility rules that govern which level a given role qualifies for. • Understand Certn's obligations when acting as, or supporting clients who rely on, a registered body, umbrella body, or responsible organisation, including the duty to confirm role eligibility, verify applicant identity, and handle disclosure results in line with each agency's code of practice. • Audit screening files for eligibility accuracy and procedural compliance, and prepare first-line responses to client and regulator inquiries about how a check was scoped, processed, and stored, escalating substantive legal questions to the Senior Counsel, Privacy and Senior Compliance Officer. • Apply the data-protection rules that sit alongside the disclosure regimes, including the handling, retention, and secure destruction of criminal-record data as criminal offence data under UK GDPR and the Data Protection Act 2018. • Maintain process documentation for privacy and EMEA compliance workflows • Act as a liaison to Operations for privacy-adjacent process design and workflow improvements • Triage and manage Jira tickets relating to privacy and EMEA compliance matters

Role Description The Manager, Engineering will be accountable for leading and scaling high-performing software development teams, with a focus on delivering robust, scalable, and maintainable solutions. This role combines technical leadership and people management, ensuring alignment between engineering execution and strategic business objectives. Acting as both a coach and a contributor, the Manager oversees the full software development lifecycle—from planning and architecture to deployment and support—ensuring that best practices, technical excellence, and continuous improvement are core to the team's culture. They play a critical role in shaping and implementing technical direction, mentoring developers, managing team health, and removing obstacles to team delivery. In collaboration with Engineering leadership, Product Management, and cross-functional stakeholders, this role ensures that engineering efforts are well-prioritized, resourced appropriately, and executed effectively to meet business needs. The Manager, Engineering cultivates an environment that promotes innovation, accountability, and sustainable growth. Qualifications - Strong background in software development, preferably with experience in modern programming languages like Python or JavaScript. - Skills working in cloud environments, with knowledge of infrastructure as code being a plus. - Experience working with Azure. - Experience leading a team of software engineers or other technical professionals. - Excellent verbal and written communication skills with the ability to communicate technical concepts to non-technical stakeholders. - Proven ability to manage multiple priorities, work under pressure, and handle ongoing changes. - Experience working in an agile, CI/CD development environment. Requirements - Experience with Python + Django, Typescript + React/React Native. - AWS, Kubernetes, Helm, Terraform, ArgoCD. - .NET experience. - Prior startup experience. - Prior experience hiring and developing high-performing development teams. Benefits - 32 days of paid time off per year. - Company-paid benefits that start on day 1. - Remote-friendly and supportive flexible remote arrangements. - Work-from-home allowance. - Professional development budget. - And a few more goodies! Company Description Certn is a remote-first company with a high-performance edge. We value hustle, hunger, and helping each other win - but we also have a strict no-jerk policy. Ambition here is about lifting people up, not stepping on toes. - We think like owners and execute with urgency. - We’re customer-obsessed and always learning. - We give real feedback and hold each other to high standards.

• Serve as the primary content producer for the brand, owning written, video, and creative content from concept through delivery, including scripting, production, editing, and publishing • Support production of written content across digital articles, email campaigns, social copy, and print collateral, always clear, on-brand, and strategically relevant • Develop and execute content strategies that speak to target personas, industries, and communities, while staying tightly aligned to Brand Marketing priorities • Create compelling content tailored for senior b2b buyers, and manage paid content with third party influencers • Develop and lead our owned podcast as well as third party placements • Manage and grow the company's social media presence across LinkedIn, YouTube, and whatever comes next, adapting format, tone, and cadence to each platform • Collaborate with the broader Marketing team to integrate content across events, paid, organic, and owned channels • Bring a test-and-learn mindset, regularly analysing content performance, extracting insights, and letting the data evolve your approach • Use AI-powered marketing tools and emerging technologies to streamline content creation, reporting, and campaign performance

• Own and evolve ZUI, Zipline's design system, including component architecture, design tokens, accessibility standards, documentation, and implementation quality. Partner closely with engineering to ensure the system evolves alongside our product and technical architecture. • Establish shared interaction patterns, mental models, and design principles that create consistency across the product. Translate learnings from product work into reusable systems, frameworks, and foundations that can scale across teams. • Build the documentation, guidance, and decision-making frameworks that help designers, engineers, and PMs work independently and consistently. Drive adoption of the design system and product foundations across the organization. • Contribute to complex product initiatives, influence long-term product direction, and help define how emerging technologies, including AI, are incorporated into our design practice and workflows.

• Own and evolve ZUI, Zipline's design system, including component architecture, design tokens, accessibility standards, documentation, and implementation quality. Partner closely with engineering to ensure the system evolves alongside our product and technical architecture. • Establish shared interaction patterns, mental models, and design principles that create consistency across the product. Translate learnings from product work into reusable systems, frameworks, and foundations that can scale across teams. • Build the documentation, guidance, and decision-making frameworks that help designers, engineers, and PMs work independently and consistently. Drive adoption of the design system and product foundations across the organization. • Contribute to complex product initiatives, influence long-term product direction, and help define how emerging technologies, including AI, are incorporated into our design practice and workflows.