Job Title: Ticketing & Customer Service Manager
Location: Remote – North America
Whilst this role is 100% remote, the position requires you to work with team members and clients across North America, Europe, the United Kingdom and Australasia.
Hours per week: Fulltime
Travel: As with all team members at SUPER, there will be some required travel involved in the role to select events and tour kick-offs.
About SUPER
SUPER is a boutique events and entertainment management firm fueled by the desire to innovate within the VIP event space and elevate the fan experience. We specialize in crafting one-of-a-kind experiences, and believe each of our VIP programs should highlight our client’s individual style.
We operate globally across every major timezone. Some of our past and current clients include Metallica, President Barack Obama, Boston Calling Music Festival, Bon Jovi, Bruno Mars, The Kid LAROI, Queen & Adam Lambert, WWE, Genesis, The Rolling Stones, Isle of Wight Music Festival, Cat Stevens, Prince, Oprah, Britney Spears, and Katy Perry. Visit our website at www.wearesuper.co.
The role
This is a unique opportunity to join a close-knit startup, working across our global business in a newly created full-time position managing our Ticketing & Customer Service operations.
Working very closely with our CEO, finance team, and reporting to the Global Operations Director, the Ticketing & Customer Service Manager is a hands-on position within the team, responsible for managing day-to-day customer service and ticketing as well as overseeing three team members (two freelance ticketing managers and one fulltime customer service assistant).
The key focus of the role is on streamlining and managing VIP package ticketing from start to finish as well as heading up our customer service department. With the introduction of AI, we expect that this will revolutionize the way we do customer service, communicate, and market VIP ticketing to fans – this role would be at the fore of that, consistently looking for automation, technology advancements, and new systems for handling operations.
We work alongside several highly experienced freelance Ticketing Managers who handle a number of our onsales – while you would have overall responsibility for their success, the workload related to getting tours onsale and monitoring these on an ongoing basis would be split between the team.
Day-to-day responsibilities include:
Ticketing:
- Work collaboratively with our creative team on VIP package creation – pricing, package language, and holds.
- Liaise with promoter and/or artist management to manage ticket stock, including the negotiation of volumes and locations.
- Lead the ticketing team(s) in signing off ticket builds with venues and ticketing agents.
- Manage logistics and communications with any third-party ticketing platforms that may be in use.
- Ensure all timelines and routing are communicated internally.
- Project manage on-sales with various internal departments including finance, operations, and creative.
- Ensure VIP packages are available for all pre-sales and public on-sales, across multiple onsale schedules, cities, and timezones.
- Obtain official tour visual assets, and then work with the creative team to adapt and edit to fit web and social media needs.
- Ensure VIP online visibility to consumers across all ticket platforms using promo boxes, upsells, and other methods.
- Ensure that all relevant websites are listing and promoting our packages properly. This includes ticketing sites/socials, artist sites/socials, and venue sites/socials.
- Manage all communications and materials for select onsales including things such as:
- Ticket limits & age restrictions
- Face value price structure and scaling
Booking fees, rebates, types of ticket stock & associated text - Seating plans and locations
- Set up forms for third parties (ticketing entities, artist websites etc)
- Scheduling of email blasts and social posts on artist channels
- Alongside Ticketing Managers, lead on reducing holds, moving inventory, and off-sale timelines.
- Oversee integration between finance and ticketing for budgets and settlements.
- Follow market trends and proactively seek opportunities to maximize sales.
- Lead on searching for and integrating new third-party systems for off-platform ticket sales.
- Consistently look for improvements in our ticket reporting processes including automation and improved revenue reporting framework.
Customer Service:
- In conjunction with the Customer Service Assistant, lead on the management of 10+ customer service inboxes (handling generic inquiries, triaging issues, managing complaints, and coordinating operational needs for guests).
- Analyze customer feedback and FAQs to proactively look for ways to both automate and improve the customer journey.
- Oversee all guest communications for shows (pre-event mailers, SMS etc), ensuring our communication templates are consistently above market standards, innovative, and utilizing new technologies for efficiencies.
- Working alongside the operations team, act as a champion for the customer within the business, advocating for their needs and driving initiatives to enhance their experience.
- Develop a personal tone of voice for guest communications so this person becomes a personality of SUPER.
- Provide frequent reporting on response times, common issues, and customer satisfaction levels.
Manage customer service handover to operations team members, providing detailed summaries for touring reps. - Oversee the integration of customer service with our website and manage chatbot functionality.
- Set up and manage the implementation of customer service processes for new verticals within SUPER (outside of VIP)
- Monitor SUPER and client social media platforms as they relate to VIP and handle communications accordingly.
- Lead on utilization of AI and new technologies to find efficiencies in customer service communications for a faster and more seamless service for fans.
Hours:
Our team at SUPER works entirely remotely and across every major timezone.
Specifically, the role of Ticketing & Customer Service Manager will be responsible for leading onsales and customer service communications across wherever our tours and events take place – as it currently stands, these are primarily North America as well as the UK & Europe – to best execute, it is a requirement of the role to be online and present during busy periods across the timezones.
Our core leadership team at SUPER works mostly on Pacific Time – most day-to-day hours would fall within this with some periods adjusted to match the workload in other markets.
Candidate specifications
- A minimum of 6 years of industry experience – (specifically across international markets would be highly advantageous but not required).
- Experience with the Ticketmaster platform (Universe experience would also be advantageous).
- Experience across customer service software (Help Scout, Missive, Intercom or similar).
- Proven experience leading projects and team members.
- Advanced Microsoft Excel and reporting skills.
- A passion for, and experience in adapting new technologies and systems.
