Customer Support Manager

Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue.

Momentus is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javits Center, the St. Louis Art Museum, ExCeL London, the Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany, and the Sydney Opera House.

We are driven by our core values of Passion, Speed, Focus, Innovation, and Humility, and are seeking individuals who find inspiration in these principles. Surround yourself with highly motivated co-workers who push you to be your best each day. Momentus offers the career opportunities and fast-paced, exciting environment of a growing company where you can make a direct impact on our product and customers.

The Customer Support Manager is a player-coach role that balances operational rigor with team development, and you will be expected to drive measurable outcomes that directly impact gross retention and customer satisfaction. You will own the day-to-day performance of the EMEA customer support function, leading a team of support specialists delivering timely, high-quality resolutions to our customers.

This leader translates department strategy into day-to-day execution: setting clear performance expectations, coaching the team through complex escalations, partnering cross-functionally with Engineering, Product, SRE, CSM/AM, and Professional Services, and championing AI-first deflection and continuous improvement initiatives. Success in this role is measured by team performance against SLA, CSAT, and QA targets, as well as the development and retention of high-performing support talent.

• Team leadership and development of Support Specialists (I, II, III), Senior Support Specialists, and the Principal Support Specialist; own hiring, onboarding, performance management, career development, and succession planning.
• Conduct regular 1:1s, performance reviews, and goal-setting cycles aligned with Korn Ferry competencies and individual development plans.
• Partner with the Principal Support Specialist on team training, mentorship, and knowledge transfer; ensure the team meets or exceeds the 100% training survey completion target.
• Foster a culture of accountability, empathy, and continuous learning; recognize strong performance and address performance gaps directly and promptly.
• Build a healthy on-call rotation in partnership with the Principal Support Specialist; ensure fair distribution of after-hours coverage and protect team well-being.

• Own day-to-day queue health: achieve first response time, resolution time, backlog, and SLA adherence across all product lines.
• Establish and maintain queue management cadence frameworks; run daily and weekly stand-ups focused on SLA risk, aging tickets, and unblocking the team.
• Manage Tier 1, Tier 2, and Tier 3 escalation flow; ensure tickets move efficiently across tiers with clean handoffs and consistent customer communication.
• Partner with the Principal Support Specialist on the final escalation point before leadership; serve as the leadership escalation point for high-severity, high-visibility, or executive-level customer issues.
• Drive resolution of customer escalations involving Engineering and SRE dependencies; coordinate with Product, Engineering, and SRE leaders on bug triage, root cause, and customer communication.

• Champion the AI deflection as a top-priority team initiative; partner with the Senior Director and Principal Support…