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
  • Lead, coach, develop, and hold the Customer Support organization accountable, establishing clear performance expectations by level.
  • Conduct regular 1:1s, coaching, performance reviews, and development conversations; build bench strength for progression into levels or other roles.
  • Partner with People Operations on hiring, onboarding, performance management, promotions, and workforce planning.
  • Foster a culture of accountability, urgency, continuous learning, and customer ownership.
• Support Operations & Performance
  • Own day-to-day performance of the Support function across general, enhanced, and premium/dedicated support, including staffing, workload distribution, and escalation coverage.
  • Own and monitor Support KPIs—SLA attainment, CSAT, response/resolution time, backlog, ticket volume, quality, productivity, and escalation trends.
  • Ensure the right work reaches the right level of Support and that escalation paths operate effectively.
  • Ensure enhanced and premium support commitments are consistently delivered in accordance with customer expectations and contracts.
• Product & Technical Leadership
  • Become a subject-matter expert across Ticket…