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.
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.
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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