Fulfillment Support Team Manager (Ticketing)

TL;DR

Fulfillment Support Team Manager (Ticketing): Leading the strategic and operational success of the fulfillment support department with an accent on workflow optimization, SLA adherence, and team productivity. Focus on leveraging data for process improvement, integrating AI tools for automation, and mentoring team leads to ensure high CSAT scores.

Location: Remote (Must be based in the US)

Salary: $80,000 - $90,000 per year

Company

hirify.global is a leading all-in-one software platform in the live event ticketing world, streamlining the ticket resale process for resellers of all sizes.

What you will do

• Oversee departmental success by ensuring all staff meet fulfillment rates and support SLAs, focusing on high seller CSAT scores.
• Manage day-to-day operations, prioritizing urgent support needs and assigning tasks to Team Leads.
• Analyze platform data via Lysted and Pendo to identify resource gaps and proactively optimize support delivery processes.
• Identify and integrate AI and automation tools to streamline reporting and reduce manual administrative tasks.
• Foster a high-performance culture through weekly 1:1s, career coaching, and quarterly talent reviews.
• Develop staffing schedules, manage budgeted hours, and oversee a structured onboarding curriculum for new hires.

Requirements

• 3+ years of experience as a customer support agent.
• 1+ year of experience as a Team Lead in a people management role.
• Proficiency in using ticketing metrics and KPIs to identify bottlenecks and justify process changes.
• Proven experience in driving process implementation and system development.
• Strong communication skills and ability to train new team members.
• Must be eligible to work in the USA.

Nice to have

• Experience within the ticketing industry.

Culture & Benefits

• Annual discretionary bonus.
• Culture based on technical excellence, continued growth, and a drive for passion.
• Inclusive environment and equal opportunity employment.
• Focus on maximizing team career goals and aspirations.