Customer Support Specialist (Enterprise SaaS)

Customer Support Specialist

Live events are fun. Concerts, sporting events, and festivals create memorable lifelong experiences with clients, prospects, partners, friends, and familyand 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 hospitalitywhile 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.

At TicketManager, you'll help build technology that brings people together through live experienceswhile 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.

The Role

The Customer Support team is the frontline partner for TicketManager's clients across all segments, serving as the primary point of contact through email, chat, and phone to drive quick issue resolution and smooth platform adoption. The role focuses on diagnosing ticketing, access, and navigation challenges; triaging and documenting cases; delivering admin training; and coordinating cross-functional escalations to meet SLA standards. Customer Support Specialists provide clear guidance, maintain accurate case records, and uphold each client's internal ticketing policies with professionalism and empathy. Every interaction aims to resolve issues efficiently, reinforce client confidence, and ensure consistent, effective use of the TicketManager platform.

Responsibilities:

• Manage relationships with strategic software accounts, including Fortune 500 and Global 2000 clients.
• Serve as the primary point of contact for corporate customers, providing timely and professional support via email, chat, and phone.
• Provide personalized guidance to ensure customers comply with internal ticketing policies and best practices.
• Diagnose, troubleshoot, and resolve issues related to ticket allocations, event access, system navigation, user setup, and platform functionality.
• Gather details, triage, categorize, and document cases in CRM/ticketing systems (including JTZC).
• Escalate complex technical issues to internal teams and follow through to ensure full resolution.
• Ensure all tickets are prioritized, tracked, and closed within SLA commitments.
• Facilitate hands-on training sessions for new and existing administrators to increase platform proficiency.
• Educate customers on product features and direct them to knowledge-base articles and training resources.
• Accurately document all customer interactions, issues, and resolutions within the CRM.
• Capture customer feedback and escalate recurring trends to leadership.
• Contribute to the internal knowledge base and collaborate with peers for queue coverage.
• Participate in ongoing training to stay current on product updates and support process

Desired Skills and Experience:

• Bachelor's Degree Required
• 1-3+ years of related work experience
• Experience working with Zendesk or similar customer service platform
• Proven experience in B2B software customer service or administrative support role
• Process-driven, and creative thinker with proven ability to articulate, and implement innovative solutions
• Excellent verbal and written communication skills
• Experience handling inbound calls and resolving a wide range of customer inquiries and technical issues with confidence.
• Strong listening and presentation skills
• A proactive, customer-first mindset with a passion for helping users feel confident and supported.
• Thrive in a fast-paced, high-volume, results-oriented, entrepreneurial environment

TicketManager Highlights:

• Location: Mesa, AZ
• Compensation: $22-$32 per hour ($45k-$65k annually) & Bonus Eligibility
• Reports to: Manager, Customer Support
• Work Expectations: Role is 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 at our HQ with catered lunches and big company perks with the autonomy of a high-growth startup.

• Recognition: Inc. 5000 fastest-growing private company by Inc. Magazine six years in a row. Recognized as one of the Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
• 4.5 out of 5 Glassdoor rating
• Used by over 4,000 globally known companies including ~15% of the Fortune 500