Product Support Manager

SeatGeek

New York, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/10/2021
  • Website: seatgeek.com
  • Company Address: 400 Lafayette St, Fl 4, New York, NY, 10003

About SeatGeek

Help the world experience more live. SeatGeek was built in 2009 as the only mobile ticketing marketplace created with fan experience top of mind.

Job Description

SeatGeek Enterprise, a division of SeatGeek Inc., develops, maintains, implements and supports an extensive suite of tech products including SRO our latest innovative ticketing software.

The most modern ticketing system on the market, SRO upends the ticketing status quo providing rights holders with control and efficiencies across their organization, including automated reporting and the most customizable rules-based engine ever built. Using its modern, web-based, API-driven platform, our clients manage the sale of tickets, subscriptions, and memberships with more ease and control than ever before.

The Regional Product Support Manager leads the SeatGeek Enterprise Product Support team on providing SRO and SGO API support to our SeatGeek Enterprise clients. This role acts as a people manager and leader for the Product Support team in the region of employment.

What you'll do

Strategic planning:

  • Cross Functional collaboration with internal teams to develop and sustain processes that will lead to the success of the growing support team
  • Collect and analyze data on Support services to assist leadership with forecasting budget and headcount
  • Suggest and implement new strategies, processes, and tools to improve both client satisfaction and efficiencies of the team
  • Work with the Product Support Manager and SRO & SGO development teams to prioritize Support issues and requests

People Management:

  • Manage day-to-day support operations such as scheduling, team events, and team meetings
  • Act as senior resource for difficult product related questions
  • Train and mentor new and existing members of the Product Support team
  • Undertake regular reviews with each team member, at least twice annually
  • Coach support staff through difficult issues and tasks
  • Monitor team metrics and KPIs

Client Services:

  • Assist team leads and specialists with escalated support cases to ensure prompt and effective solutions
  • Provide a positive service experience to all SeatGeek Enterprise clients
  • Ensuring the Service Level Agreements are met and identify any factors that may prevent this
  • Works closely with Client Success Teams to deliver terms of SaaS contracts
  • Publishes client communication for system releases, updates, and news
  • Scopes requests for customizations and provides quotations for these special services
  • Build relationships with customers and conduct service reviews for key customers

What you have

  • An exceptional problem solver with minimum 4 years of experience working with enterprise clients in a SaaS setting,  including 1-2 years in a leadership capacity 
  • An excellent communicator who keeps a patient and positive attitude even on the most challenging situations
  • Superior communication and collaboration skills; experience working on cross-team initiatives a major plus
  • Strong demonstrated leadership abilities. You are passionate about training, teaching, learning and development
  • Ability to adapt extremely quickly and help guide team through changes: organizational strategic changes, new product releases, new clients, new procedures, etc.

  • Experience leading a team through a big, transformative change and/or high growth period
  • Experience in a tech-driven company
  • Experience in the ticketing industry
  • Experience managing a distributed workforce, and fostering collaboration and inclusion between all of the locations
  • Knowledge and experience of the following: Live Events industry, MLS Activities, NFL Activities, Ticketing Industry, Ticket scanning, EMV Hardware, Ticket Printers, API based SaaS, Windows Server, Microsoft SQL Server Management Studio, SQL Backup Management, IIS,  Active Directory, SSL Certificate Management, DNS, HTML, CSS, Javascript, EMV Hardware, Scanning devices, Ticket printers, JIRA, Salesforce
  • Flexible approach to working hours, willing to travel 30% of the time

Perks

  • Equity stake in a well-funded growth stage company
  • A superb benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical 
  • A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music
  • Covid-19 Response: We’re not expecting employees to return to the office until July 2021 at the earliest. Once it’s again safe to do so, we look forward to welcoming people back to our office

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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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.