Client Support Manager

5 - 7 years experience  • 

Salary depends on experience
Posted on 05/22/18
New York, NY
5 - 7 years experience
Salary depends on experience
Posted on 05/22/18

At SeatGeek, we’re creating a modern box office for teams, leagues, venues, and rightsholders that is completely differentiated from legacy ticketing providers. Providing best-in-class ticketing software is the first step and a critical part of that is providing best-in-classsupportfor our software.

We’re looking for a Client Support Manager to be the first point of escalation for support-related issues and the customer service manager for SeatGeek Enterprise clients. You’ll also help with daily operations of our product support team and people management.

What You'll Be Doing

Your role will be a combination of customer service, people management, and strategic planning. More specifically, you’ll spend your time with the following:

  • Handling escalated support cases to ensure prompt and effective solutions while providing a positive experience to all SG Enterprise clients
  • Training and mentoring new and existing Product Support Analysts and coaching them through difficult issues or tasks
  • Organizing and regularly updatinginternal and external training materials
  • Managing day-to-day operations of team members through scheduling
  • Suggesting and implementing new strategies, processes, and tools to improve client satisfaction as well as make the team more efficient
  • Collaborating with several internal teams to develop and sustain processes, including working with the SRO development team to prioritize support issues

Who You Are

  • An exceptional problem solver with a minimum of 4 years of experienceworking with enterprise clients in a SaaS setting, including 2+ years in a leadership capacity
  • An excellent communicator and collaborator. You keep a patient and positive attitude, even in the most challenging situations
  • A strong leader. You are passionate about training, teaching, learning, and development Willing to travel up to 50% of the time
  • Able to adapt quickly. You can guide a team through organizational strategic changes, new product releases, new clients, and more
  • Strong plus if you have experience in any of the following:
    • Working in a high growth setting, tech-driven company, or within the ticketing industry
    • Working with and managing a distributed workforce
    • Live events experience, including MLS and NFL events, ticket scanning, ticket printers
    • Exposure to working with API based SaaS, Windows Server, SQL, HTML, CSS, JIRA, Salesforce
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