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TicketManager is looking for a Senior Manager, Customer Support to own the day-to-day performance, development, and operational effectiveness of our Customer Support function across general, enhanced, and premium/dedicated support. This leader will oversee our full Support organization and serve as the primary connection between frontline Support and the broader Customer organization. You'll become a deep product and operational subject-matter expert-coaching the team, managing escalations, identifying systemic issues, and partnering cross-functionally to continuously improve how TicketManager supports its customers.
Responsibilities:
- Team Leadership & Development
- Lead, coach, develop, and hold the Customer Support organization accountable, establishing clear performance expectations by level.
- Conduct regular 1:1s, coaching, performance reviews, and development conversations; build bench strength for progression into levels or other roles.
- Partner with People Operations on hiring, onboarding, performance management, promotions, and workforce planning.
- Foster a culture of accountability, urgency, continuous learning, and customer ownership.
- Support Operations & Performance
- Own day-to-day performance of the Support function across general, enhanced, and premium/dedicated support, including staffing, workload distribution, and escalation coverage.
- Own and monitor Support KPIs-SLA attainment, CSAT, response/resolution time, backlog, ticket volume, quality, productivity, and escalation trends.
- Ensure the right work reaches the right level of Support and that escalation paths operate effectively.
- Ensure enhanced and premium support commitments are consistently delivered in accordance with customer expectations and contracts.
- Product & Technical Leadership
- Become a subject-matter expert across TicketManager's ticketing and guest management products, including the workflows performed at each Support level.
- Partner with product experts to stay current on releases, enhancements, and known issues; translate product changes into team training and documentation.
- Identify recurring technical issues and partner directly with Product and Technology on resolution, including opening and managing tickets when needed.
- Customer Service & Escalation Management
- Serve as the management escalation point for complex, sensitive, or high-impact customer issues, stepping into customer conversations when needed.
- Maintain visibility into the health and support experience of enhanced and premium customers; partner with employees on premium/dedicated trends and assurance reviews.
- Identify patterns in customer feedback, complaints, and product friction, and turn insights into actionable improvements.
- Partner with other customer-facing teams when issues extend beyond traditional Support.
- Quality, Training, & Knowledge Management
- Establish and maintain Support quality standards across all levels; own the overall training strategy in partnership all subject-matter experts.
- Ensure new hires receive effective onboarding and reach expected proficiency within established timelines.
- Keep Customer Playbooks, internal documentation, Knowledge Base content, and escalation procedures accurate and useful.
- Use QA reviews, customer feedback, ticket trends, and performance data to identify coaching and training needs.
- Process Improvement & Scalability
- Continuously evaluate Support workflows for opportunities to improve speed, quality, consistency, and scalability.
- Identify repetitive or low-value work that can be automated, moved to self-service, or appropriately shifted other levels.
- Partner with AI, Product, Engineering, and Operations to introduce tools and workflows that improve efficiency and customer experience.
- Lead Support-related operational projects from identification through implementation.
- Cross-Functional Partnership & Reporting
- Serve as the primary operational leader for Customer Support across the broader Customer organization, partnering with Customer Solutions, Implementation, Sales, Product, Engineering, AI, and People Operations.
- Surface recurring customer and product issues to the appropriate internal stakeholders.
- Provide regular reporting to the General Manager on Support performance, trends, risks, staffing, and improvement initiatives.
- Support the GM in workforce planning, organizational design, budgeting, and future Support strategy.
Desired Skills and Experience:
- Bachelor's degree required.
- 7-10+ years of overall customer support/service experience, including 4+ years directly leading and developing a team.
- Experience leading a tiered, escalation-based support organization strongly preferred.
- Proven track record improving SLA attainment, CSAT, and response/resolution-time KPIs in a fast-paced environment.
- Strong coaching, performance management, and talent-development skills.
- Comfortable serving as an escalation point for complex or high-impact customer issues, including direct customer conversations.
- Experience partnering cross-functionally with Product and Engineering to resolve systemic issues and translate customer feedback into improvements.
- Experience with Jira and Confluence for managing cross-functional projects, and maintaining process/knowledge documentation.
- Familiarity with support/ticketing platforms, QA/CSAT tools, and knowledge-base systems, with a data-driven approach to identifying trends.
- SaaS software industry experience strongly preferred.
- Experience identifying automation or self-service opportunities that help a support organization scale without proportional headcount growth is a plus.
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
- Interview Process: Multistage interview process with senior leaders across TicketManager to ensure strong alignment on role scope and expectations.
- Events: Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering
- Perks: Fun, collaborative, in-office culture with catered lunches and big company perks with the autonomy of a high-growth startup
