todaytixgroup - TodayTix Group - Manager, Customer Experience

London, UK - Hybrid3w ago

In Office Mid EMEA Nonprofit Customer Success Manager Account Executive Coaching Team Management Staff Development Documentation Performance Reviews

Requirements

• 5-6 years of experience in customer experience or support, including 2+ years directly managing a team — ideally with experience managing leads/supervisors, not only individual contributors. • A track record of conducting performance evaluations and coaching people leaders, not just frontline specialists. • Experience translating strategic direction into tactical plans: workflow design, staffing, and process improvements. • Strong written communication skills, with experience owning CX documentation and knowledge base content. • Confidence in managing escalations and high-stakes customer interactions, and coaching others to do the same. • A collaborative, cross-functional mindset, with experience partnering with Ops, Product, or Data teams. • Genuine enthusiasm for AI and automation as tools to scale support without losing the human touch. • Comfort working in omnichannel support systems; Gladly experience a plus. • Right to work in the UK. • TodayTix Group takes care of our team. We’re proud to offer a generous suite of benefits. Here are some of our favourites: • Hybrid work environment (blend of in-office and at-home days) • Up to 4 weeks per year of flexible 'work from anywhere' • Generous pension match • Access to a bespoke Pension scheme • Complimentary tickets to shows and events • Employee Assistance Programme • Access to a corporate rate Vitality PMI plan • Healthcare cash plan • Season Ticket loans • Three months of fully paid Parental Leave • Employee Charity Donation Matching • Annual Professional Development Budget • Cycle to work scheme • Employee Referral Bonus

Responsibilities

• Manage, coach, and develop a team of CX Leads and Agents in both our NYC and London offices, conducting regular 1:1s, performance reviews, and development plans. • Own queue and staffing management for the CX team, including coverage planning, workload distribution, and escalation routing. • Translate CX strategy into tactical plans and day-to-day workflows for your team, escalating complex or cross-brand issues to the Associate Director of CX Support who is based in NYC • Manage L2 escalations with clarity and empathy, and coach CX Leads to independently own L1 escalations. • Monitor team performance and customer insights — CSAT, FCR, QA trends — identifying opportunities to improve support effectiveness. • Partner with Ops, Product, and Engineering teams to refine workflows and push forward AI/automation improvements that reduce friction for both the team and customers. • Own and maintain CX documentation and knowledge base content, ensuring accuracy and consistency with global resources.