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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing consumer support operations, particularly in the ticketing industry, with a focus on quality assurance, training, and performance metrics. Proven ability to lead offshore support teams and ensure adherence to service level agreements while enhancing customer experience across multiple channels.
Highest-signal resume keywords
Manager-Level Customer Service ExperienceOffshore Support Operations ManagementBPO Partner AccountabilityContact Center KPIs ManagementAgent Training and Onboarding Design
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Consumer Support ManagementQuality AssuranceKPI Definition and ManagementMultichannel Support OperationsReal-Time Support ScenariosTicketing KnowledgeEscalation ManagementStaffing Plan DesignWorkflow OptimizationReporting Cadences
Soft Skills
LeadershipCommunicationProblem-SolvingAccountabilityCollaboration
Industry Keywords
B2C TicketingSecondary TicketingLive-Events BusinessConsumer SupportOffshore SupportService Level AgreementsBrand ExperienceTraining ProgramsQuality StandardsSupport Team Scaling
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Manager-level customer service experience in the B2C ticketing space
- Experience managing consumer support teams for a ticketing marketplace, primary/secondary seller, or comparable live-events business
- Experience with real-time, high-stakes support scenarios, including denial of entry and day-of-event escalations
- Direct experience managing offshore support operations and BPO partners
- Experience holding vendors accountable to SLAs and quality standards
- Proven experience designing and running agent training and onboarding programs
- Strong command of contact center KPIs, QA, and multichannel support operations across voice, chat, email, and messaging
- Preferred: Experience building and scaling support teams
- Role is US-based
Benefits
Comp & perks- Equal opportunity employer committed to diversity and inclusion
- Remote or hybrid work arrangement
- Periodic international travel to the offshore support site