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 family—and they drive real business impact. Companies spend more than $600 billion each year on client entertainment. Ticket Manager is the enterprise platform they trust to source, manage, track, and report on live event tickets and hospitality—while maintaining compliance, control, and visibility across the organization.

Built at the intersection of live events, technology, and enterprise operations, Ticket Manager 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. Ticket Manager 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 Ticket Manager, you'll help build technology that brings people together through live experiences—while 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.

Ticket Manager 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 expert—coaching the team, managing escalations, identifying systemic issues, and partnering cross-functionally to continuously improve how Ticket Manager supports its customers.

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

• 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.

• Location:
  
  Mesa, AZ
• Compensation: $100,000–$135,000 Base Salary + Variable Compensation
• Reports to:
  
  General Manager, Account…