Automatiq

Operations

• Lead consumer support for Automatiq’s secondary ticketing business
• Own the quality and consistency of consumer support across phone, chat, email, and messaging
• Manage the day-to-day offshore support operation through a BPO partner
• Design and operate the offshore contact center’s operating model, staffing plan, tooling, workflows, and escalation paths
• Ramp up and manage the offshore BPO partner
• Set expectations and hold the partner accountable to SLAs and quality standards
• Design and implement agent training and onboarding, including ticketing knowledge, brand voice, and judgment for high-stakes real-time issues
• Oversee multichannel consumer support and real-time event-access troubleshooting
• Define and manage KPIs including response and resolution times, CSAT, quality, and escalation rates
• Build reporting and quality-assurance cadences
• Protect Automatiq’s and its partners’ brand experience
• Continuously improve staffing, processes, and tooling as volume grows

Senior Manager, B2C Operations