Manager, Customer Relations
$66,300–$66,300 year
On-siteNew York City, New York, United States
Job Summary
Oversee daily omni-channel contact center operations, including phone, email, and live chat, while supervising Customer Relations staff and managing weekly schedules. Prepare daily shift reports, service summaries, and reconciliation data for leadership. Handle escalated ticket buyer interactions, manage Zendesk inquiries, and oversee incoming feedback communications. Train new employees on policies, procedures, and systems. Process ticket sales, exchanges, and refunds; guide buyers through website navigation and self-service tools. Coordinate with Marketing, IT, and HR to support operational initiatives and implement new workflows. Assist in investigating fraud and suspicious activity. Required schedule is Saturday–Wednesday, 12:00 PM–8:00 PM. Salary is $66,300.
Required Qualifications
- Leadership and supervisory experience in a customer service or contact center environment
- Experience working in an omni-channel customer service environment including phone, email, and live chat
- Ability to manage multiple priorities in a fast-paced, high-volume environment
- Strong interpersonal, written, and verbal communication skills
- Excellent organizational skills and attention to detail
- Experience handling escalated customer situations with professionalism and sound judgment
- Strong problem-solving and decision-making abilities
- Proficiency with telephony software, and Microsoft Office applications
- Ability to work independently while collaborating effectively with cross-functional teams
- A bachelor's degree is preferred
- A knowledge of music and live entertainment is desired
Desired Qualifications
- Strong customer service, coaching, and employee development skills
- Familiarity with Tessitura and Zendesk preferred
- Knowledge of performing arts ticketing and customer service operations preferred
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