SeatGeek · United States
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we're simplifying and modernizing the ticketing industry.
About the Role
The SupportX team is dedicated to building the future of fan support. We treat support as a product, owning the full end-to-end experience — from AI-powered chat and voice interactions to agent tooling, self-service deflection, and integrations with SeatGeek's order management, fulfillment and financial systems.
We are in the process of building new foundations which will boost fan outcomes driven by our AI support agent, increase self-service rates, reduce contact volumes, and empower our human experts to deliver highly effective white-glove service. As manager, you'll be the technical leader of this effort, guiding the team as we define, build and optimize a support experience for fans that is truly best-in-class. Your role will be critical in shaping the team's roadmap, enhancing fan outcomes and driving faster, more efficient support workflows.
What You Will Do
Manage a team of Backend, Frontend and applied AI and automation engineers
Own the technical vision for SeatGeek's core support tools (both custom + Saas) and integrations
Rapidly build and iterate tools to boost fan experience, and maintain a high standard of operational excellence across the platform
Perform code and architecture reviews, and provide technical and design feedback to the team
Provide regular job performance feedback, hold one-on-ones, and provide career development support to your direct reports
Work with your Technical and Product counterparts to form a compelling vision and direction for the team that aligns with organizational and business goals
Select new and work with existing technology vendors when necessary. You constantly make build or buy decisions together with your team
At times, roll up your sleeves to deliver features and iterate on the platform
What We Are Looking For
5+ years as an engineer in a role that was mostly about writing code
2+ years of experience as an engineering manager of productive, motivated teams
Proven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiences
Ability to foster safe, collaborative & inclusive environments
Comfortable operating without a playbook — defining architecture, ways of working, and roadmap simultaneously
Ability to break down complex technical concepts and explain them clearly to non-technical audiences
Knowledge of the technology industry and customer support tools + workflows
Understanding of how to lead by setting context, facilitating collaboration, and getting buy-in between cross-functional partners
Nice to Have
Contributed to end-to-end customer support experience software at a marketplace product organization
Worked as an Engineer with hands-on experience in custom tools to increase support agent efficiency and create delightful fan outcomes
Experience with AI agent optimization — building tools, methods, workflows of an empowered + effective customer service agent
If you’re passionate about building impactful customer experiences and leading high-performing engineering teams, we want to hear from you. Join us to shape the future of fan support at SeatGeek.