Customer Support Manager

Customer Support Manager

***PLEASE INCLUDE ANY LIVE EVENT TICKETING COMPANIES (Stubhub, Ticketmaster, SeatGeek, VividSeats, Gametime, viagogo, etc) YOU HAVE WORKED WITH BEFORE IN YOUR MESSAGE***

We’re looking for a Customer Support (CS) Manager to be a key member in the scaling of our support structure. On a day-to-day basis you will be responding to inbound tickets (email, phone, chat) as well as helping to improve our Zendesk systems (macros, guide entries, tags, etc). We are an event ticketing company and for this role experience working in our industry is a must. Applicants who do not have live event ticketing experience will not be considered for this role.

What You’ll Do:
Provide top tier front-line support to customer inquiries via chat, email and phone with availability to work weekends and evenings (when there are events we’ll need coverage)
Build out and improve automations, macros, helpbot, and our guide
Assist with designing and Implementing operational policies and guidelines for the organization as needed
Provide data-driven feedback as you see it for improvements to our CS systems and output.
Assist with building out our CS team: interviewing, hiring, onboarding new CS agents
Oversee onboarding/training programs


What Success Looks Like:
You respond quickly, confidently and efficiently to all inbound support inquiries
You are a quick learner and help to push the team to new levels
You have helped build our overall support structure and enabled us to scale quickly
You are a terrific leader, teammate and mentor. You inspire confidence and are able to lead the team through challenges with ease
You’re able to find and onboard great talented people to join the team and enjoy guiding their growth in the role
You have helped to produce team-wide SLA baselines for our future organizational efficiency

Who You Are:
You have 5+ years of senior management/leadership customer service experience.
You’re a problem solver that’s willing to roll up your sleeves, get your hands dirty and solve problems in a smart, direct manner.
You are self-directed and ambitious, no problem is too big to be solved for.
You’re a leader who leads by example and appreciates their responsibilities and being held accountable.
You have superior knowledge of event ticketing industry regulations and operational guidelines.
You’re comfortable working on complex, ambiguous and urgent customer issues
You are continuously striving for improvements in all areas of the organization, no matter how big or small.