The Role
Lead and scale Automatiq’s offshore B2C support operation for secondary ticketing. Manage the BPO partner, staffing, training, workflows, escalation paths, service levels, quality, and multichannel consumer support. Oversee high-stakes event-day issues, establish performance metrics and reporting, protect the brand experience, and continuously improve operations as volume grows.
Summary Generated by Built In
Requirements:
- Build and refine the operation. Partner with leadership to design and operate the offshore contact center - operating model, staffing plan, tooling, workflows, and escalation paths.
- Own the offshore/BPO relationship day-to-day. Help to ramp up and manage the offshore BPO partner. Set expectations, hold the partner to SLAs and quality standards, and manage the day-to-day relationship as the operation scales.
- Build the team and the training. Design and implement the agent training and onboarding program, including ticketing-specific knowledge, brand voice, and the judgment needed to resolve high-stakes, real-time issues.
- Deliver best-in-class, multichannel consumer support. Oversee support across channels, from general inquiries to real-time troubleshooting for consumers trying to access their events, ensuring fast, accurate, on-brand resolution under pressure.
- Manage to metrics. Help to define and manage the KPIs that matter (response and resolution times, CSAT, quality, escalation rates). Build the reporting and QA cadences that keep performance visible and improving.
- Protect the brand experience. Ensure every interaction reflects Automatiq and its partner’s standards and commitment to fans.
- Scale and improve. Continuously refine staffing, processes, and tooling as volume grows.
Qualifications:
- Manager-level customer service experience in the B2C ticketing space: You have managed consumer support teams for a ticketing marketplace, primary/secondary seller, or comparable live-events business. You have experience with real-time, high-stakes support scenarios (denial of entry and day-of-event escalations).
- Direct experience managing offshore support operations and BPO partners: You know how to hold vendors accountable to SLAs and quality.
- Proven experience designing and running agent training and onboarding programs.
- Strong command of contact center KPIs, QA, and multichannel support operations (voice, chat, email, and messaging).
- Preferred: Experience building and scaling support teams.
Location & Travel
This role is US-based and can be remote or hybrid. Periodic international travel to the offshore support site will be required.
About Us
Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly.
We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!
Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This is a remote position. We hire remotely across the following states:
AZ, CA, CO, CT, FL, GA, IA, ID, IL, MA, MD, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, TN, TX, UT, VA, WA, and WY
Fair Chance Notice for California Applicants
Automatiq considers qualified applicants with arrest or conviction records. Criminal history disclosure or background checks occur only after a conditional job offer. A criminal history may have a direct, adverse, and negative relationship with the following duties of the role:
—Access to transaction data, privileged information, proprietary information, etc.
—Interactions with customers, employees, vendors, agents, and third parties.
Such a history may potentially result in the withdrawal of a conditional offer of employment. If a conviction directly related to the job raises concerns, candidates will have the opportunity to explain circumstances surrounding the conviction, provide mitigating evidence, or dispute the background report.
Skills Required
- Manager-level experience leading B2C customer service teams in the ticketing, live-events, or comparable secondary ticketing industry
- Experience handling 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
- Experience designing and running agent training and onboarding programs
- Strong command of contact center KPIs, quality assurance, and multichannel support operations across voice, chat, email, and messaging
- Experience building and scaling support teams
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The Company
What We Do
Following the merger of Broker Genius’ industry-leading dynamic price automation technology and Seat Scouts’ industry-leading ticket distribution technology in December of 2020, Automatiq was formed in June of 2022 to solidify the unification of these two companies. Founded by Sam Sherman in 2013, Broker Genius now services over 500 customers who represent over $4 billion a year in ticket sales. The Automatiq data-driven automation platform has helped clients sell over $6 billion of ticket inventory and delivered over 10 million tickets. Automatiq’s mission is to help clients maximize profits through an all-in-one platform by optimizing revenue and lowering operating costs.
