Senior Director of Global Support

Through SeatGeek Enterprise, we partner with hundreds of teams, leagues, and venues globally to provide best-in-class ticketing software. Now, we’re looking for someone to lead our global support teams to ensure best-in-class product support for all of our clients.

Partnering closely with regional leads and with our VP of Client Services, you’ll work to unify a previously decentralized support organization to drive optimal results for our clients around the world.

What You'll Do

  • Manage a 40+ person support team globally. You’ll work with teams in the US, UK, Israel, the Netherlands, and Italy
  • Create uniform systems and processes throughout the support organization
  • Synthesize support trends from the global support team to inform our product roadmap
  • Focus on career pathing for growing support organization
  • Set and monitor KPIs and SLAs across the support organization. You’ll work to understand the key drivers of our metrics and address the root causes.
  • Plan for team growth and ensure teams are staffed appropriately as we continue to grow our client base
  • Ensure proper training and onboarding for all support team members

Who You Are

  • A motivational leader. You are a strong manager and mentor and have likely managed a global team before
  • A strong cross-functional collaborator. You’ll work with product, implementation, engineering, sales, and be client-facing
  • Process-oriented. You know what steps to take to achieve success for your team and clients alike
  • Analytical. You care about the why as much as the what and if we’re missing key metrics, you’ll discover the root cause
  • Customer-focused. You care about delivering great end user support and know it can be a hallmark of distinction for SeatGeek Enterprise

What You Have

  • 10+ years of work experience with at least 3+ years experience managing a support team in an enterprise SaaS environment
  • Experience in a high growth tech environment is preferred
  • Technical support experience is preferred
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  • Strong experience with Service Cloud and success utilizing products like Community and Knowledgebase is preferred
  • Can be based in NYC or London, but you must be willing to travel

Perks

  • A competitive base salary and equity stake in a well-funded growth stage company
  • A laid-back, fun workplace designed to facilitate collaboration and company wide events
  • $120/mo to spend on live events tickets
  • A superb benefits package that supports health/dental/vision
  • A focus on transparency. We have regular team lunches and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • Annual subscriptions to Citibike, Spotify, and meditation services
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.