Manager, Customer Support

Hometown Tickets, LLC

2d•Remote

About The Position

Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extra curricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless - so schools can focus on what truly matters: creating lasting impact in their hometowns. The Manager of Customer Support is responsible for leading and developing a high-performing support team that delivers fast, reliable, and high-quality service to our customers. This role oversees day-to-day support operations, setting the standard through hands-on leadership, thoughtful coaching, and strong execution and performance management. The Manager ensures the team is meeting performance goals, maintaining quality, and continuously improving how support is delivered in a scalable, repeatable way across all channels. In this role, the Manager will oversee both our Client Support function - focused on our contracted customer base - and our Fan Support function - focused on attendees to our ticketed events. The Manager will also be responsible for managing, maintaining, and enhancing a suite of third party tools and vendors. Success in this role comes from building a motivated and accountable team, using data to guide decisions, and relentlessly improving processes to scale with the business. The Manager partners closely with Customer Success, Product, Engineering, and Operations to resolve issues, share customer insights, and improve the overall customer experience. This role is ideal for a rising support leader who has managed or mentored others, thrives in fast-paced environments, and is ready to take the next step in building a best-in-class support function. If you enjoy developing people, rolling up your sleeves when needed, and turning operational complexity into simple, effective workflows, this role is for you.

Requirements

Bachelor’s degree or equivalent practical experience.
Five to eight years of experience in customer support, customer success, or a related customer-facing role.
Two to four years of experience leading, mentoring, or managing others in a support environment, with experience managing 5-10+ people.
Hands-on experience working in Salesforce for case management and reporting.
Experience working in a fast-paced, growing, or scaling organization.
Strong organizational and time management skills with the ability to manage multiple priorities, queues, and initiatives simultaneously.
Exceptional communication and interpersonal skills with a customer-focused mindset.
An ownership mentality that is proactive, reliable, and results-driven.
Experience mentoring, coaching, or developing others with the ability to inspire growth and accountability.
Adaptability to a fast-paced, evolving support environment with changing priorities and workflows.
Confidence leading team meetings, presenting ideas, and facilitating group discussions or training sessions.

Nice To Haves

Experience with Intercom Customer Support Platform
Comfortable working extended hours as needed to support national client base and seasonality
Strong people leadership skills with a genuine interest in coaching and developing others.
High-energy, engaging leadership style with a passion for motivating and developing support professionals.
Comfort providing direct feedback and holding team members accountable.
Data-driven mindset with the ability to turn metrics into action.
Process-oriented and motivated to improve how work gets done.
Clear and confident written and verbal communication skills.
Calm and decisive during escalations or high-volume periods.
Curious, proactive, and eager to grow into a senior support leader.
Willingness to roll up sleeves and support the team when needed.

Responsibilities

Lead, coach, and develop customer support teams, consisting of representatives across both client and fan support teams.
Demonstrate people leadership and model best practices for quality and responsiveness, while also being unafraid to roll up their sleeves when necessary to support the team
Own performance management including goal setting, regular one-on-ones, feedback, and performance improvement when needed.
Build and manage quality tracking programs such as ticket reviews and interaction audits, with clear coaching follow-up.
Define, track, and report on core support KPIs including response times, resolution times, backlog health, CSAT, and escalation trends.
Experience with support automation and AI-driven tooling, paired with a willingness to experiment, learn quickly, and refine processes based on real-world results.
Use data and trends to identify issues, improve performance, and drive better outcomes.
Continuously identify process gaps and inefficiencies and implement improvements that scale the team and reduce friction.
Ensure consistent and accurate use of Salesforce for case management, reporting, and documentation.
Manage day-to-day support operations including queue health, coverage, and escalations.
Partner closely with Customer Success, Product, Engineering, and Operations teams to improve the customer experience.
Lead and support a distributed support team, support vendors, and contractors, ensuring alignment, performance standards, and strong communication.
Manage support across multiple channels including chat, SMS, email, and phone while maintaining consistent quality and customer experience.
Plan and adjust staffing, workflows, and priorities to scale support capacity up and down during peak and off-peak seasons.