Customer Support Associate

About TicketManager

Live events are fun. Concerts, sporting events, and festivals create memorable lifelong experiences with clients, prospects, partners, friends, and family—and they drive real business impact. Companies spend more than $600 billion each year on client entertainment. TicketManager is the enterprise platform they trust to source, manage, track, and report on live event tickets and hospitality—while maintaining compliance, control, and visibility across the organization. Built at the intersection of live events, technology, and enterprise operations, TicketManager makes client entertainment easy and measurable.

Our industry-leading software supports everything from invitations and event execution to post-event reporting, helping companies clearly prove ROI and strengthen relationships through unforgettable experiences. TicketManager is trusted by thousands of global brands, including Anheuser-Busch, Verizon, American Express, Nike, and Visa, as well as Fortune 500 companies, professional sports leagues, and major organizations such as the NBA, NFL, NCAA, and NASCAR. We’re also proud to partner with some of the most iconic teams and venues in sports and entertainment, including the New York Jets, Philadelphia Eagles and Phillies, Capital One Arena, Texas Rangers, LAFC, and Seattle Seahawks, along with more than 50 professional and collegiate teams, franchises, universities, and technology providers.

Why Work at TicketManager

At TicketManager, you’ll help build technology that brings people together through live experiences—while solving complex, real-world problems for the world’s best companies. We’re a fast-growing, profitable company that values ownership, collaboration, and excellence, and we’re building a team that’s passionate about making work impactful and fun. If you’re excited about live events, cutting-edge technology, and doing work that truly matters, you’ll feel right at home here.

Responsibilities

• Serve as a frontline point of contact for TicketManager customers, primarily supporting general and non-paid support accounts.
• Resolve basic customer inquiries related to platform navigation, user access, ticketing, account setup, and standard product functionality.
• Handle guest management requests, including guest list questions, access issues, site or email updates, and other routine guest management needs.
• Take a call-first approach to customer support by proactively offering phone or Zoom assistance when it can resolve an issue faster and more effectively than back-and-forth communication over email or chat.
• Conduct customer training sessions to help users confidently navigate TicketManager and understand key platform functionality and processes.
• Gather relevant information, troubleshoot customer issues, and determine the appropriate resolution or next step.
• Identify and execute the correct escalation path, routing enhanced, premium, technical, or strategic issues to the appropriate internal team.
• Accurately document customer interactions, issues, troubleshooting steps, and resolutions within the CRM and ticketing systems.
• Prioritize, manage, and close assigned cases in accordance with established SLA, CSAT, productivity, and quality expectations.
• Develop a strong working knowledge of TicketManager, guest management tools, internal systems, support processes, and customer workflows.
• Shadow experienced Customer Support teammates and participate in ongoing training to strengthen product knowledge, troubleshooting skills, and customer communication.
• Educate customers on available knowledge-base articles, training materials, and self-service resources.
• Contribute to basic internal and customer-facing documentation updates as products and processes evolve.
• Identify recurring customer questions, issues, and trends and escalate them to more senior team members or leadership.
• Collaborate with teammates to provide effective queue coverage and a consistent, high-quality customer experience.

Requirements

• Bachelor's Degree required.
• 0-2+ years of experience in customer service, customer support, hospitality, administrative support, SaaS, or another customer-facing environment.
• Experience with Zendesk or a similar customer service or ticketing platform is a plus.
• Comfortable communicating directly with customers across phone, Zoom, email, and chat, including proactively moving conversations to live communication when it will lead to a faster or better resolution.
• Excellent verbal and written communication skills with the ability to communicate clearly, professionally, and concisely.
• Strong listening skills and the ability to understand a customer's needs before determining the appropriate solution.
• A proactive, customer-first mindset with a genuine desire to help customers feel confident and supported.
• Strong problem-solving skills and an interest in learning how to troubleshoot software and customer issues.
• Comfortable learning new technology, systems, tools, and processes.
• Detail-oriented and disciplined about accurately documenting customer interactions, actions, and resolutions.
• Ability to follow established processes while developing the judgment to recognize when and where an issue should be escalated.
• Strong organizational and time-management skills with the ability to manage multiple customer requests and priorities.
• Coachable, curious, and eager to learn, with a desire to continuously build product expertise and customer-service skills.
• Comfortable delivering customer training and presenting information one-on-one or to small groups.
• Thrive in a fast-paced, high-volume, results-oriented, and collaborative environment.

Benefits

• Retirement: 401(k) & Company Match
• Health Benefits: Medical, Dental, Vision & Chiropractic
• Time Off: Unlimited PTO
• Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering opportunities.
• Fun, collaborative, in-office culture at our HQ with catered lunches and big company perks with the autonomy of a high-growth startup.

Pay

$23-$25 per hour & Bonus Eligibility

Schedule

In-Office, Monday-Friday