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Associate Director of CX Support
TodayTix GroupNew York City, United Statesfull_timeVerifiedPosted 9 May 2025
About the role
About TodayTix Group:
TodayTix Group, TTG, is the global e-commerce leader for cultural experiences. Founded in 2013, TTG designs frictionless e-commerce experiences via innovative product design and industry-leading technology.
Through powerful consumer matchmaking technology and our expansive portfolio of brands, including TodayTix, New York Theatre Guide, London Theatre Guide, Show-Score, Arthouse, and Secret Cinema, TTG has an intimate understanding of its millions of customers. We optimize partner relationships by providing unparalleled access to engaged audiences to generate meaningful revenue, transforming the way tickets are sold. With an ever-expanding global network of theatres, producers, and cultural institutions, frictionless technology, and vast data and insights, TTG is at the forefront of the digital transformation of culture.
Life at TodayTix GroupWe thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next.
New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development.
Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work.
We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.
About the Role:
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.
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!
Please note: This is a full time and qualified candidates must be based in the greater New York City area. We encourage collaboration by working a minimum of 2 days per week in the office, while also offering flexibility for employees to choose where they work for the rest of the week.
TodayTix Group, TTG, is the global e-commerce leader for cultural experiences. Founded in 2013, TTG designs frictionless e-commerce experiences via innovative product design and industry-leading technology.
Through powerful consumer matchmaking technology and our expansive portfolio of brands, including TodayTix, New York Theatre Guide, London Theatre Guide, Show-Score, Arthouse, and Secret Cinema, TTG has an intimate understanding of its millions of customers. We optimize partner relationships by providing unparalleled access to engaged audiences to generate meaningful revenue, transforming the way tickets are sold. With an ever-expanding global network of theatres, producers, and cultural institutions, frictionless technology, and vast data and insights, TTG is at the forefront of the digital transformation of culture.
Life at TodayTix GroupWe thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next.
New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development.
Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work.
We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.
About the Role:
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.
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!
Please note: This is a full time and qualified candidates must be based in the greater New York City area. We encourage collaboration by working a minimum of 2 days per week in the office, while also offering flexibility for employees to choose where they work for the rest of the week.
What Success Looks Like:
- 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.
What You’ll Do:
- CX Leadership & Support Operations:
- Lead, mentor, and inspire a CX Support team, ensuring smooth daily
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