SeatGeek Enterprise, a division of SeatGeek Inc., develops, maintains, implements and supports a suite of tech products including SRO our latest ticketing software. We come from different places and have different stories to tell but share a passion for building outstanding ticketing technology to support live entertainment – Sports, Music, Theatre, Comedy and the Performing Arts. With 300+ employees in 8 offices on 4 continents, our team is ready to bring the industry into the future. 

The Global Product Support Manager leads the 1st Line SeatGeek SRO Product Support team on providing SRO and SGO support to our SeatGeek Enterprise clients and partners. This role acts as a people manager and leader for the Global 1st Line Product Support team. You will be expected to work very closely with our Tier 1 and 2 clients and maintain close working relationships with the Program Management and Managed Services teams.You’ll report to our Head of Global Product Support. 

What You’ll Do 

  • Collaborate with internal teams to develop, implement, and sustain strategies and processes that will lead to the success of the growing support team and client satisfaction
  • Collect and analyze data on Support services to assist leadership with forecasting budget and headcount and communicate business needs and execute resulting plans
  • Work with the Business Systems team to Maintain and Develop Support Tools (Salesforce) to better support the service
  • Work with SRO Product Team to prioritize support issues and requests
  • Guide and mentor the Global Support Teams and Leads to adhere to the company goals and culture
  • Serve as Senior escalation point for critical support issues that need collaboration from other areas of the business
  • Implement and monitor team metrics and KPIs
  • Personally monitor and ensure a high Customer Satisfaction within Tier 1 and 2 Clients
  • Ensure the 1st Line Support team provides a positive and robust service to all SeatGeek Enterprise clients and Partners
  • Work with the Sales / Account Management team to ensure customer success
  • Publish client communication for system releases, updates, and news

What You Have 

  • 5+ years managing application support teams
  • 7+ years managing customer services or engagement within an enterprise organization
  • A strong technical understanding of SaaS service provision
  • Experience managing a distributed workforce, and fostering collaboration and inclusion between all of the locations
  • Project management or team planning experience
  • Experience in scaling support operations on a global level
  • Willingness to travel up to 50% both domestically and internationally
  • Knowledge and experience with live events or ticketing preferred

Perks

  • A laid-back, fun workplace designed to facilitate collaboration and company wide events
  • $120/mo to spend on tickets to live events
  • A superb benefits package, including full health/dental/vision
  • A focus on transparency. We have regular team lunches and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • Annual subscriptions to Citibike, Spotify, and meditation services

 

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!

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We love live events because they bring people of all walks together. We strive to bring the same feeling of connectedness into our own organization by embracing people of all backgrounds because we understand that different ideas and perspectives power the innovation that is key to our success.

In order to better understand our efforts in this regard, we invite applicants to self-identify as to their gender, sexual orientation, race/ethnicity, and veteran status. Completion of this form is entirely voluntary and declining to provide this information will not subject you to adverse treatment. Any information that you do provide will be maintained confidentially and will not be shared with hiring managers.

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. You are being given the opportunity to provide the following information in order to help us measure our own diversity and inclusion efforts and to comply with applicable federal and state Equal Employment Opportunity record-keeping and reporting obligations.

 

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