Senior Manager, B2C Operations

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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Automatiq

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤝 B2B

📱 Media

☁️ SaaS

B2B • Media • SaaS

Automatiq is a company that specializes in automation solutions for the ticket reselling industry. It offers a dynamic ticket pricing and distribution platform designed to maximize return on investment (ROI) and reduce overhead costs. Automatiq provides tools for fully managing ticket inventory, implementing seamless pricing strategies, and offering unique insights into market trends with its data analytics services. The company's platform allows ticket brokers to automate ticket lifecycle management, thereby enhancing operational efficiency and increasing sales. Automatiq is noted for its fully managed pricing services, real-time inventory distribution, and robust support for clients.

📋 Description

• 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

• 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

• Equal opportunity employer committed to diversity and inclusion • Remote or hybrid work arrangement • Periodic international travel to the offshore support site