Customer Experience Support Manager

📌 Core Information

🔹 Job Title: Customer Experience Support Manager

🔹 Company: TodayTix Group

🔹 Location: New York, United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading and managing customer support operations across multiple brands
• Integrating AI and automation to improve customer experience
• Developing and coaching a team of support specialists
• Ensuring high customer satisfaction with a focus on efficiency

ASSUMPTION: The role requires a balance between strategic leadership and hands-on responsibilities to maintain customer support service quality and operations efficiency.

📋 Key Responsibilities

✅ Lead and mentor a team of customer experience support specialists

✅ Manage multi-brand support operations ensuring consistent service delivery

✅ Collaborate with CX Ops, Product, and Data teams for workflow improvement

✅ Monitor team performance and customer insights for process improvements

✅ Jump into customer support queues as needed for quality assurance

✅ Support global show amendments and proactive customer notifications

✅ Own and update internal documentation and knowledge bases

✅ Contribute to AI training and self-service resources

ASSUMPTION: The role may require working with diverse teams across the organization and using customer feedback to drive operational improvements.

🎯 Required Qualifications

Education: Not specified

Experience:

• 3+ years in customer experience, with at least 1 year in a leadership role

Required Skills:

• Strong written communication skills
• Experience in CX documentation and customer-facing messaging
• Problem-solving and workflow analysis abilities

Preferred Skills:

• Experience with omnichannel systems, e.g., Gladly
• Interest in AI and automation tools

ASSUMPTION: The position likely values adaptability and cross-functional collaboration due to the dynamic nature of the role within a growing organization.

💰 Compensation & Benefits

Salary Range: $75,000 - $90,000 annually

Benefits:

• Hybrid work environment with flexible 'work from anywhere'
• Healthcare, vision, and dental plans with company contributions
• 401(k) matching and paid parental leave

Working Hours: 40 hours per week with some schedule flexibility

ASSUMPTION: The compensation package is competitive within the industry, reflecting the company's position in the e-commerce and cultural experiences sector.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development and Cultural E-commerce

Company Size: 201-500 employees, allowing for impactful yet flexible career development opportunities.

Founded: 2013

Company Description:

• Global leader in e-commerce for cultural experiences
• Utilizes innovative technology for frictionless ticket sales
• Strong network with theaters and cultural institutions

Company Specialties:

• Theater and ticketing
• Mobile apps for iOS and Android
• Cultural and entertainment events

Company Website: http://www.todaytixgroup.com/

ASSUMPTION: The company’s focus on cultural experiences and technological innovation makes it an exciting place for individuals passionate about live events.

📊 Role Analysis

Career Level: Mid-level, offering both leadership and hands-on capabilities.

Reporting Structure: Likely reports to CX leadership and collaborates across multiple departments.

Work Arrangement: Hybrid, with expected office presence 2 days a week.

Growth Opportunities:

• Development through performance reviews
• Engagement in cross-team collaborations
• Potential for career advancement within an innovative industry

ASSUMPTION: The role is positioned to offer significant professional development opportunities supported by the company's strategic growth efforts.

🌍 Location & Work Environment

Office Type: Contemporary office settings in dynamic city locations

Office Location(s): New York, NY

Geographic Context:

• Located in the cultural and business hub of New York City
• Accessible public transportation and vibrant city life
• Proximity to theaters and cultural institutions

Work Schedule: Full-time, with core hours and flexibility for remote work two days a week.

ASSUMPTION: The New York City location provides a rich backdrop for those interested in cultural engagement and urban living.

💼 Interview & Application Insights

Typical Process:

• Initial screening by Talent Acquisition
• Interviews with hiring managers and team members
• Final selection and offer discussion

Key Assessment Areas:

• Leadership and communication skills
• Problem-solving and process management abilities
• Experience with customer support technologies

Application Tips:

• Highlight leadership and cross-functional collaboration
• Showcase experience in customer experience management
• Emphasize adaptability and innovative thinking

ATS Keywords: Customer Experience, Leadership, AI Integration, Documentation, Multi-Brand Support

ASSUMPTION: Candidates would benefit from tailoring their resumes to emphasize skills and experiences related to the key responsibilities and requirements outlined.

🛠️ Tools & Technologies

• Gladly (Omnichannel Customer Experience Platform)
• AI and Automation Tools
• Knowledge Management Systems

ASSUMPTION: Knowledge and experience with customer support tools and technology integrations are crucial for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Innovation and adaptability
• Collaboration and support
• Diversity and inclusion

Work Style:

• Proactive and team-oriented
• Result-driven and customer-focused
• Flexible and open to change

Self-Assessment Questions:

• Do you thrive in fast-paced environments?
• Can you lead a diverse team and drive improvement?
• Are you passionate about enhancing customer experiences?

ASSUMPTION: A cultural fit for TodayTix Group involves being adaptable, collaborative, and passionate about the transformative power of arts and culture.

⚠️ Potential Challenges

• Balancing multiple brand-specific customer support strategies
• Integrating AI without losing the human touch
• Staying agile in a fast-paced technology-driven environment
• Maintaining high customer satisfaction across diverse channels

ASSUMPTION: New hires may face challenges associated with rapidly evolving technological environments and the need for consistent brand representation.

📈 Similar Roles Comparison

• Emphasis on AI and automation is more pronounced than in traditional CX roles
• Greater focus on cross-brand consistency than single-brand positions
• Positioned within a dynamic cultural and technological setting

ASSUMPTION: Comparison to similar roles suggests a unique environment focused on both technology innovation and cultural engagement.

📝 Sample Projects

• Developing a multi-brand support strategy utilizing AI tools
• Creating customer support workflows to improve SLA compliance
• Leading training sessions on updated CX documentation practices

ASSUMPTION: Sample projects indicated involve cross-functional teamwork and innovative approaches to customer experience enhancement.

❓ Key Questions to Ask During Interview

• How does the company measure success in this role?
• What current challenges face the CX support team?
• How is performance reviewed and feedback provided?
• What is the company’s vision for CX in the next five years?
• How are cross-functional CX projects typically managed?

ASSUMPTION: These questions aim to clarify expectations, challenges, and the company’s strategic direction in customer experience management.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company’s career page
• Ensure your resume reflects relevant experience and skills
• Write a tailored cover letter if required, highlighting your leadership and innovation in CX
• Prepare for the interview by understanding the company's cultural and strategic goals
• Follow-up post-interview with a thank-you note, reiterating your interest and fit for the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.