Customer Experience Support Specialist, TodayTix Group
$58-62.5k
More information about location
1-2 days a week in office
The global e-commerce leader for cultural experiences
Posted today
The global e-commerce leader for cultural experiences
201-500 employees
Posted today
$58-62.5k
More information about location
1-2 days a week in office
201-500 employees
Company mission
TodayTix Group is on a mission to find a seat for everyone, seamlessly connecting a global audience of more than 20 million with inventory spanning from Sondheim to Shakespeare to Spielberg.
Role
Who you are
- If you’re the kind of person who gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate, we’d love to hear from you
- You should also be excited about AI and its everyday applications, and eager to explore how it can enhance customer support and team workflows—not replace the human touch
- 1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech
- Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone
- A passion for helping people and a curious, creative approach to problem solving
- The ability to analyze technology and product behavior, and communicate feedback constructively and concisely
- Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch
- Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality
- An openness to collaboration, iteration, and feedback, with a focus on continuous improvement
What the job involves
- We’re looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers—and our bot
- You'll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey
- In this role, you'll be more than a support agent—you’ll be a critical feedback loop for both our chatbot and product teams
- Whether you’re identifying unclear bot responses, surfacing customer pain points, or proposing a more human way to communicate a policy, your insight will help us continuously improve
- This role follows a shift-based schedule, with coverage needed 7 days per week until 8pm; team members work 5 days per week, including a mix of weekdays and weekends
- Write and speak with clarity, warmth, and adaptability across brands and situations, maintaining a consistent CSAT score of 90%+
- Proactively flag unclear or ineffective chatbot responses, surface recurring product friction, and provide actionable insights to help teams improve the customer experience
- Approach each inquiry with curiosity and empathy—tailoring responses, offering thoughtful solutions, and balancing policy with flexibility
- Manage tickets, escalations, and admin tasks accurately and efficiently
- Provide direct customer support via chat, phone, and email, delivering personalized, thoughtful responses across multiple brands
- Investigate and resolve L1 escalations with critical thinking and creativity, ensuring empathy and clarity in every interaction while adhering to policy
- Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could
- Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement
- Execute key operational tasks at short notice with strict deadlines
- Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots
Our take
Founded in 2013 by Broadway veterans Brian Fenty and Merritt Baer, TodayTix Group has grown to become a global eCommerce leader for cultural experiences. Aiming to connect a worldwide audience with theatre, opera and dance productions, to date it has sold over 70 million tickets to 200,000 shows listed on its platform.
While numerous ticket sellers exist, TodayTix was an innovator in this area, arriving at a time when mobile devices accounted for less than 1/1000th of all theatrical ticket sales. Standing out with its extensive tech stack including widgets, API and white label software for its partners, it is able to provide an excellent customer experience with a checkout process of less than 30 seconds. This has led to around 5% of all sales on Broadway being processed through TodayTix's platform today.
Since 2020, TodayTix has focused heavily on acquisitions, focusing on tech-forward, advertising, theatre and cultural event companies. These include Goldstar, Show-Score, Arthouse, Encore, and Broadway Roulette. TodayTix has acquired Secret Cinema in 2022, growing its participation in the immersive film and television events space and strengthening its market-leading position in the entertainment industry.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2019
$73m
LATE VC
Feb 2016
$9m
SERIES B
Total funding: $90.1m
Company benefits
- Remote friendly / Hybrid work environment
- Healthcare, vision, and dental plans, with generous contributions from the company
- Life and disability insurance
- Paid Parental Leave
- Generous 401(k) Matching
- Flexible Paid Time Off
- Free membership to One Medical Group & Employee Assistance Program
- Annual Professional Growth Budget
- Employee donation matching
- Employee Referral Program
- Work From Home budget
- Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
Company HQ
Flatiron District, New York, NY
Leadership
Merritt Baer
(President & Co-Founder)They are the Producer of Baer Productions for Broadway and the West End.
Brian Fenty
(CEO, Chairman & Co-Founder)Former university lecturer and Broadway producer. They are the Member of Advisory Board for the IAH, University of North Carolina at Chapel Hill.
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