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Fulfillment Support Team Manager

1 month, 1 week ago
Anywhere
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
Automatiq

Automatiq

Automatiq is a leading company in the ticket pricing and distribution industry, formed through the merger of Broker Genius and Seat Scouts. Founded in 2022, Automatiq's data-driven automation platform has facilitated over $6 billion in ticket sales and...

Internet Software & Services
51-250
Founded 2013
View All Jobs 4

Description

  • Provide strategic leadership and day-to-day management of the Fulfillment Support department.
  • Own departmental performance against fulfillment rates, support SLAs, and seller CSAT goals.
  • Prioritize urgent seller and marketplace requests and assign work to Team Leads based on segmentation and need.
  • Maintain real-time leadership presence in Slack channels during business hours to resolve external issues quickly.
  • Analyze platform and team data to identify throughput gaps, resource needs, and process improvement opportunities.
  • Conduct audits on cancelled orders and fulfillment types to ensure problem orders are communicated and resolved effectively.
  • Run weekly team meetings to review wins, feature deployments, training needs, hiring needs, and upcoming priorities.
  • Coach and mentor direct reports and Team Leads through 1:1s, feedback, and development plans.
  • Lead annual performance reviews and quarterly talent reviews.
  • Develop training programs, maintain SOPs and Knowledge Base articles, and oversee structured onboarding 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.
  • Demonstrated passion for people management.
  • Ability to use ticketing metrics and team KPIs to identify bottlenecks and support process or resource changes.
  • Experience driving process implementation and system development.
  • Strong communication skills and the ability to train new team members.
  • Ticketing industry experience preferred but not required.
  • Experience working with data tools or operational reporting systems such as Lysted, Pendo, or Indy audits is beneficial.
  • Ability to coordinate with HR and IT on onboarding and systems access needs.

Benefits

  • $80,000 to $90,000 annual salary.
  • Eligible for an annual discretionary bonus.
  • Remote full-time role.
  • Opportunity to work for a data-driven, fast-growing company in the live event ticketing space.
  • Inclusive and equal opportunity employer culture.
  • Potential use of AI-supported hiring and team processes, with human-led final decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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