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**Senior Manager, Customer Support**

Alpharetta, GA / Customer Experience / Full Time **COMPANY OVERVIEW**

GoFan is the leading digital ticketing solution for high school events. Led by innovative technology and unmatched support, GoFan provides schools a turnkey platform to manage season, online and at-event ticket sales. Serving thousands of schools and 37 state associations, GoFan provides fans frictionless access to high school events across the country. For the 2020-2021 school year, more than **15 million tickets** were sold on the GoFan platform! GoFan is a product of Huddle Tickets, who has provided over 2 billion complimentary event tickets to 10,000 school since 2001.

**THE ROLE** GoFan is looking for a Senior Manager, Customer Support to join our rapidly expanding team. This team is critical to our long-term growth. Were looking for our next exceptional leader with a passion for developing others, best-in-class customer experiences, building effective teams, and helping us uphold and surpass our commitments to the customers we serve. Within this role, you will be responsible for coaching, and leading a team who are delivering effortless customer service to GoFan partner schools and fans. This role will work closely with all of the functional GoFan leaders to deliver on an exceptional customer service experience and represent the Voice of the Customer throughout the business.

Additional responsibilities and accountabilities for this role include: Serving as a coach, mentor, and leader, and helping individuals grow in their careers. Establishing a culture of operational excellence where the team consistently executes to ensure GoFan customers and consumers receive the best possible resolutions while meeting our key operational objectives. Making data-driven decisions to improve operational quality and efficiency. Collaborating with internal stakeholders to improve processes and advocating the Voice of the Customer to improve the customer experience Interacting with key customer accounts via email, phone, and in-person

**THE PERSON** Experience leading strategic initiatives in a technology-centered service company Previous experience leading a team of managers or supervisors Process mapping and solution implementation experience Strong understanding of customer service and support best practices, digital support strategies, case management, outage response, and workforce optimization Possess natural curiosity and have an affinity for creative problem-solving Communicate in a clear, professional, and informative style Build trust and confidence with customers and colleagues Have shown a consistent track record of delivering results in excess of company expectations Lead through influence and maintain a high level of team engagement and motivation Maintain high standards, drive results, and have a bias for action in a dynamic and collaborative environment Candidates should also thrive in a fast-paced environment and be able to take on new responsibilities quickly and easily.

**WHY YOULL LOVE WORKING AT GOFAN**

We are one GoFam. We believe that the time and effort we put in to serving our schools and fans can only be done by working hard together. But we also believe that a work/life balance is equally crucial. Seriously. Our team members well-being is just as important to us as their work. We are humans first, employees second.

Some benefits we office include: Competitive salary Multiple Medical options to choose from Dental, Vision, Life and Disability Insurance Generous PTO 401K plan with company match Fun, flexible, and collaborative work environment