Senior Manager, Customer Support

Senior Manager, Customer Support

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

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 expertcoaching the team, managing escalations, identifying systemic issues, and partnering cross-functionally to continuously improve how TicketManager supports its customers.

Responsibilities:

• Team Leadership & Development
• Support Operations & Performance
• Product & Technical Leadership
• Customer Service & Escalation Management
• Quality, Training, & Knowledge Management
• Process Improvement & Scalability
• Cross-Functional Partnership & Reporting

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, MondayFriday
• 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
• 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