Associate Director of CX Support, TodayTix Group
$115-130k
2+ days a week in office
The global e-commerce leader for cultural experiences
Be an early applicant
The global e-commerce leader for cultural experiences
201-500 employees
Be an early applicant
$115-130k
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
- We aren’t looking for someone to just manage tickets–we need a proactive leader who isn’t afraid to dive into the details, challenge the status quo, and drive transformational improvements that make both our customers and teams feel supported
- If you’re a clear communicator, a thoughtful people leader, and a relentless advocate for the customer, we’d love to hear from you!
- 5+ years of experience in customer experience, with at least 2 years in a leadership or management role
- Strong written communication skills, with experience in CX documentation, knowledge bases, and clear customer-facing messaging
- Experience supporting multiple brands or product lines, ensuring consistent but adaptable support
- A problem-solving mindset, able to analyze CX workflows and implement improvements
- Comfort working cross-functionally, especially with CX Ops, Product, and Data teams to refine processes
- Ability to balance leadership with hands-on support, stepping into the queue when needed
- An interest in AI and automation as tools to enhance team productivity and customer experiences
- Experience working with omnichannel systems, particularly Gladly, is a plus
What the job involves
- We’re looking for a proactive and hands-on Associate Director of CX Support to strategically oversee the day-to-day execution of our customer support function across multiple brands
- This is a high-impact role for someone who thrives in fast-paced environments, knows how to bring out the best in their team, and is obsessed with delivering top-notch customer experiences–every single time
- You’ll be responsible for everything from queue and staffing management to workflow design and long-term process innovation improvement
- You’ll lead, coach, and develop a team of support specialists, ensuring they’re empowered, aligned, and always putting the customer first
- You’ll partner closely with CX leadership to continue integrating AI and automation into our workflows, helping us scale smartly without losing the human touch that defines us
- CX Strategy & Impact – Maintain a 90%+ CSAT score while ensuring SLA targets are met for individual brands through effective team coaching, performance tracking, and strategic capacity planning
- Operational Excellence – Conduct a full review of CX documentation within the first six months, ensuring resources are accurate, accessible, and useful
- Influential Cross-Team Leadership – Work closely with CX Ops, Product, and Data teams to act as a key voice in cross-functional CX discussions, surfacing frontline trends and influencing improvements to tooling, workflows, and automation strategy
- Scalable, Multi-Brand Support Systems – Maintain knowledge-sharing frameworks that support multiple brands, ensuring consistency while addressing brand-specific needs
- Lead, mentor, and inspire a CX Support team, ensuring smooth daily operations and high-quality customer interactions
- Manage multi-brand support operations, balancing consistency with brand-specific service needs
- Collaborate with CX Ops and cross-functional teams to refine workflows and introduce AI and automation tools that enhance efficiency
- Monitor team performance and customer insights, identifying opportunities to improve elevate operational performance and customer satisfaction
- Jump into the queue as needed and manage QA and escalations to stay connected to customer needs and inform process refinements
- Support global show amendments, attraction fulfillment, and proactive customer notifications, keeping operations seamless and customers informed
- Ensure workflows and training materials are clear, up to date, and aligned with best practices, while identifying strategic enhancements to improve efficiency and scale
- Own and update internal documentation, including maintaining a structured knowledge base, ensuring support teams have clear, effective resources to handle inquiries efficiently
- Contribute to AI training and self-service resources, helping improve automation effectiveness
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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