Senior Manager, B2C Operations (Ticketing)

Location: US-based; remote or hybrid. Periodic international travel to the offshore support site is required.

Company

hirify.global provides an all-in-one software platform for live event ticket resellers, covering ticket listings, dynamic pricing, and ticket delivery.

What you will do

• Design and operate the offshore contact center, including staffing, tooling, workflows, and escalation paths.
• Manage the offshore BPO partner, setting expectations and maintaining SLA and quality standards.
• Build agent training and onboarding for ticketing knowledge, brand voice, and real-time issue resolution.
• Oversee consumer support across phone, chat, email, and messaging, including event-day escalations.
• Define and manage KPIs such as response time, resolution time, CSAT, quality, and escalation rates.
• Scale staffing, processes, reporting, and quality assurance as support volume grows.

Requirements

• Manager-level experience leading B2C customer support teams in the ticketing, live-events, or comparable marketplace sector.
• Experience handling real-time, high-stakes support scenarios such as denial of entry and day-of-event escalations.
• Direct experience managing offshore support operations and BPO partners against SLAs and quality standards.
• Experience designing and running agent training and onboarding programs.
• Strong knowledge of contact center KPIs, quality assurance, and multichannel support across voice, chat, email, and messaging.
• Must be US-based; remote or hybrid work is available, with periodic international travel required.

Nice to have

• Experience building and scaling support teams.

Culture & Benefits

• Data-driven and customer-focused working environment.
• Focus on technical excellence, career growth, and continued company development.
• Inclusive workplace committed to diversity and equal opportunity.