Senior Manager, Customer Support
About the Role
TicketManager is seeking a Senior Manager, Customer Support to lead and develop our Customer Support function across general, enhanced, and premium/dedicated support. This role will oversee the entire Support organization, acting as the primary link between frontline Support and the broader Customer organization. The ideal candidate will become a deep product and operational subject-matter expert, coaching the team, managing escalations, identifying systemic issues, and collaborating cross-functionally to enhance customer support.
Responsibilities
- Team Leadership & Development: Lead, coach, and develop the Customer Support team, setting clear performance expectations. Conduct regular 1:1s, performance reviews, and development conversations. Partner with People Operations on hiring, onboarding, and workforce planning. Foster a culture of accountability, urgency, and continuous learning.
- Support Operations & Performance: Own day-to-day performance, including staffing, workload distribution, and escalation coverage. Monitor KPIs such as SLA attainment, CSAT, response/resolution time, and ticket volume. Ensure enhanced and premium support commitments are met.
- Product & Technical Leadership: Become an expert in TicketManager’s products and workflows. Partner with product experts to stay updated on releases and enhancements. Identify and resolve recurring technical issues.
- Customer Service & Escalation Management: Serve as the escalation point for complex customer issues. Maintain visibility into enhanced and premium customer support experiences. Identify patterns in feedback and drive improvements.
- Quality, Training, & Knowledge Management: Establish and maintain quality standards. Own the training strategy and ensure effective onboarding. Keep internal documentation and knowledge bases up-to-date.
- Process Improvement & Scalability: Continuously evaluate and improve support workflows. Identify opportunities for automation and self-service. Lead operational projects to enhance efficiency.
- Cross-Functional Partnership & Reporting: Partner with Customer Solutions, Implementation, Sales, Product, Engineering, AI, and People Operations. Provide regular reporting on support performance and trends.
Qualifications
- Bachelor's degree required.
- 7-10+ years of customer support/service experience, including 4+ years leading and developing a team.
- Experience with tiered, escalation-based support organizations preferred.
- Proven track record of improving SLA attainment, CSAT, and response/resolution times.
- Strong coaching and performance management skills.
- Experience partnering with Product and Engineering to resolve systemic issues.
- Proficiency in Jira, Confluence, and support/ticketing platforms.
- SaaS industry experience strongly preferred.
- Experience identifying automation and self-service opportunities is a plus.
Why Work at TicketManager
At TicketManager, you’ll build technology that connects people through live experiences while solving complex problems for top global companies. We’re a fast-growing, profitable company that values ownership, collaboration, and excellence. If you’re passionate about live events, cutting-edge technology, and impactful work, you’ll thrive here.
TicketManager Highlights
- Location: Mesa, AZ
- Compensation: $100,000–$135,000 Base Salary + Variable Compensation
- Reports to: General Manager, Account Services
- Work Expectations: In-office, Monday–Friday
- Retirement: 401(k) & Company Match
- Health Benefits: Medical, Dental, Vision & Chiropractic
- Time Off: Unlimited PTO
- Events: Quarterly live event credits, monthly happy hours, and volunteering
- Perks: Fun, collaborative culture with catered lunches and startup autonomy
- Recognition: Inc. 5000 fastest-growing private company (6 years in a row), Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
- Glassdoor Rating: 4.5 out of 5
- Clients: Over 4,000 globally known companies, including ~15% of the Fortune 500