What are the responsibilities and job description for the Customer Experience Support Manager position at TodayTix Group?
About TodayTix Group:
TodayTix Group, TTG, is the global e-commerce leader for cultural experiences. Founded in 2013, TTG designs frictionless e-commerce experiences via innovative product design and industry-leading technology.
Through powerful consumer matchmaking technology and our expansive portfolio of brands, including TodayTix, New York Theatre Guide, London Theatre Guide, Show-Score, Arthouse, and Secret Cinema, TTG has an intimate understanding of its millions of customers. We optimize partner relationships by providing unparalleled access to engaged audiences to generate meaningful revenue, transforming the way tickets are sold. With an ever-expanding global network of theatres, producers, and cultural institutions, frictionless technology, and vast data and insights, TTG is at the forefront of the digital transformation of culture.
Life at TodayTix Group
We thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next.
New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development.
Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work.
We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.
About the Role:
We’re looking for a proactive and hands-on Customer Experience Support Manager to lead the day-to-day execution of our customer support function across multiple brands. This is a high-impact role for someone who thrives in fast-paced environments, knows how to bring out the best in their team, and is obsessed with delivering top-notch customer experiences–every single time.
You’ll be responsible for everything from queue and staffing management to workflow design and continuous improvement. You’ll coach and develop a team of support specialists, ensuring they’re empowered, aligned, and always putting the customer first. You’ll partner closely with CX leadership to continue integrating AI and automation into our workflows, helping us scale smartly without losing the human touch that defines us.
We aren’t looking for someone to just manage tickets–we need a proactive leader who isn’t afraid to dive into the details, challenge the status quo, and build systems that make both our customers and teams feel supported. If you’re a clear communicator, a thoughtful people leader, and a relentless advocate for the customer, we’d love to hear from you!
Please note: This is a full time and qualified candidates must be based in the greater New York City area. We encourage collaboration by working a minimum of 2 days per week in the office, while also offering flexibility for employees to choose where they work for the rest of the week.
What Success Looks Like:
- Customer Satisfaction & Response Efficiency - Maintain a 90% CSAT score while ensuring SLA targets are met for individual brands through effective team coaching, performance tracking, and workflow optimization.
- Process Optimization & Documentation - Conduct a full review of CX documentation within the first six months, ensuring resources are accurate, accessible, and useful.
- Cross-Team Collaboration - Work closely with CX Ops, Product, and Data teams to act as a key voice in cross-functional CX discussions, surfacing frontline trends and influencing improvements to tooling, workflows, and automation strategy.
- Scalability & Multi-Brand Support - Maintain knowledge-sharing frameworks that support multiple brands, ensuring consistency while addressing brand-specific needs.
What You’ll Do:
- CX Leadership & Support Operations:
- Lead and mentor a CX Support team, ensuring smooth daily operations and high-quality customer interactions.
- Manage multi-brand support operations, balancing consistency with brand-specific service needs.
- Collaborate with CX Ops and cross-functional teams to refine workflows and introduce AI and automation tools that enhance efficiency.
- Monitor team performance and customer insights, identifying opportunities to improve support effectiveness.
- Hands-On Support & Process Improvement:
- Jump into the queue as needed and manage QA and escalations to stay connected to customer needs and inform process refinements.
- Support global show amendments, attraction fulfillment, and proactive customer notifications, keeping operations seamless and customers informed.
- Ensure workflows and training materials are clear, up to date, and aligned with best practices.
- Writing, Documentation & Knowledge Management:
- Own and update internal documentation, including maintaining a structured knowledge base, ensuring support teams have clear, effective resources to handle inquiries efficiently.
- Contribute to AI training and self-service resources, helping improve automation effectiveness.
We're Looking for Someone With:
- 3 years of experience in customer experience, with at least 1 year in a leadership or team lead role.
- Strong written communication skills, with experience in CX documentation, knowledge bases, and clear customer-facing messaging.
- Experience supporting multiple brands or product lines, ensuring consistent but adaptable support.
- A problem-solving mindset, able to analyze CX workflows and implement improvements.
- Comfort working cross-functionally, especially with CX Ops, Product, and Data teams to refine processes.
- Ability to balance leadership with hands-on support, stepping into the queue when needed.
- An interest in AI and automation as tools to enhance team productivity and customer experiences.
- Experience working with omnichannel systems, particularly Gladly, is a plus.
Salary ranges are determined by competitive market data for our size, stage, and industry, experience and location of the applicant, and our internal salary banding, which is reviewed at least annually.
We aim to be as transparent, equitable, and fair as possible. Qualified candidates and our Talent Acquisition team will discuss salary and benefits in the initial conversation, and final salary will be determined after candidates complete the interview process. We expect that the majority of candidates who are offered roles at TTG fall healthily throughout the range based on the above factors.
To learn about the Perks and Benefits outside of the salary, please check out our "Good to Know" section!
Good to Know:
TodayTix Group takes care of our team. We’re proud to offer a generous suite of benefits and perks. Here are a few of our favorites:
Hybrid work environment (blend of in-office and at-home days)- Up to 4 weeks per year of flexible 'work from anywhere'
- Healthcare, vision, and dental plans, with generous contributions from the company
- Life and disability insurance
- Paid Parental Leave
- Generous 401(k) Matching
- Flexible Paid Time Off
- Free membership to One Medical Group & Employee Assistance Program
- Annual Professional Growth Budget
- Employee donation matching
- Employee Referral Program
- Work From Home budget
- Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
TodayTix Group is proud to be an equal opportunity employer, committed to fostering a workplace that celebrates diversity and inclusion. We welcome candidates of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or veteran status, pregnancy, disability, or any other characteristic protected by law. We are also committed to providing reasonable accommodations for applicants and employees based on their religious practices, mental health, or physical needs.
For information on our US employee and applicant privacy policy, click here. For more information about the data we collect and retention periods, please see our Data Collection Notice here.
