Hometown Tickets, LLC

Compensation

Full Description

Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extracurricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless – so schools can focus on what truly matters: creating lasting impact in their hometowns. Job Description: Location: Remote Who We Are: Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extra curricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless - so schools can focus on what truly matters: creating lasting impact in their hometowns. Role Summary: The Manager of Customer Support is responsible for leading and developing a high-performing support team that delivers fast, reliable, and high-quality service to our customers. This role oversees day-to-day support operations, setting the standard through hands-on leadership, thoughtful coaching, and strong execution and performance management. The Manager ensures the team is meeting performance goals, maintaining quality, and continuously improving how support is delivered in a scalable, repeatable way across all channels. In this role, the Manager will oversee both our Client Support function - focused on our contracted customer base - and our Fan Support function - focused on attendees to our ticketed events. The Manager will also be responsible for managing, maintaining, and enhancing a suite of third party tools and vendors. Success in this role comes from building a motivated and accountable team, using data to guide decisions, and relentlessly improving processes to scale with the business. The Manager partners closely with Customer Success, Product, Engineering, and Operations to resolve issues, share customer insights, and improve the overall customer experience. This role is ideal for a rising support leader who has managed or mentored others, thrives in fast-paced environments, and is ready to take the next step in building a best-in-class support function. If you enjoy developing people, rolling up your sleeves when needed, and turning operational complexity into simple, effective workflows, this role is for you. Key Responsibilities: Lead, coach, and develop customer support teams, consisting of representatives across both client and fan support teams. Demonstrate people leadership and model best practices for quality and responsiveness, while also being unafraid to roll up their sleeves when necessary to support the team Own performance management including goal setting, regular one-on-ones, feedback, and performance improvement when needed. Build and manage quality tracking programs such as ticket reviews and interaction audits, with clear coaching follow-up. Define, track, and report on core support KPIs including response times, resolution times, backlog health, CSAT, and escalation trends. Experience with support automation and AI-driven tooling, paired with a willingness to experiment, learn quickly, and refine processes based on real-world results. Use data and trends to identify issues, improve performance, and drive better outcomes. Continuously identify process gaps and inefficiencies and implement improvements that scale the team and reduce friction. Ensure consistent and accurate use of Salesforce for case management, reporting, and documentation. Manage day-to-day support operations including queue health, coverage, and escalations. Partner closely with Customer Success, Product, Engineering, and Operations teams to improve the customer experience. Lead and support a distributed support team, support vendors, and contractors, ensuring alignment, performance standards, and strong communication. Manage support across multiple channels including chat, SMS, email, and phone while maintaining consistent quality and customer experience. Plan and adjust staffing, workflows, and priorities to scale support capacity up and down during peak and off-peak seasons. Preferred Education and Experience: Bachelor’s degree or equivalent practical experience. Five to eight years of experience in customer support, customer success, or a related customer-facing role. Two to four years of experience leading, mentoring, or managing others in a support environment, with experience managing 5-10+ people. Hands-on experience working in Salesforce for case management and reporting. Experience working in a fast-paced, growing, or scaling organization. Strong organizational and time management skills with the ability to manage multiple priorities, queues, and initiatives simultaneously. Exceptional communication and interpersonal skills with a customer-focused mindset. An ownership mentality that is proactive, reliable, and results-driven. Experience mentoring, coaching, or developing others with the ability to inspire growth and accountability. Adaptability to a fast-paced, evolving support environment with changing priorities and workflows. Confidence leading team meetings, presenting ideas, and facilitating group discussions or training sessions. Experience with Intercom Customer Support Platform Preferred Qualifications: Comfortable working extended hours as needed to support national client base and seasonality Strong people leadership skills with a genuine interest in coaching and developing others. High-energy, engaging leadership style with a passion for motivating and developing support professionals. Comfort providing direct feedback and holding team members accountable. Data-driven mindset with the ability to turn metrics into action. Process-oriented and motivated to improve how work gets done. Clear and confident written and verbal communication skills. Calm and decisive during escalations or high-volume periods. Curious, proactive, and eager to grow into a senior support leader. Willingness to roll up sleeves and support the team when needed. This Job Description is intended to provide a general overview of the position and is not an exhaustive list of all responsibilities, duties, or qualifications. The company reserves the right to modify the job description at any time, in accordance with business needs. Physical Requirements: Primarily remote/desk-based with regular computer use Occasional travel may be required for conferences, team summits, or client events Must be able to stand/walk for long durations at events when necessary Hometown values the importance of demonstrating to our customers that we care and are invested in our product and how it can be the best solution for them. All Hometown employees have a minimum amount of client events they must attend per year. This may include traveling to local client sites and could include standing and walking for prolonged periods of time, and while outdoors in various weather conditions Why Join the Hometown Team? At Hometown, you’ll be part of a mission-driven company dedicated to making a significant impact on education through innovative solutions. Here are just some of the benefits of joining the Hometown team: Flexible PTO with no annual maximum. 11 holidays and extended winter break. 401(k) - up to 4% match. Medical, dental, and vision insurance plans offered. Employer HSA contribution. Opportunities for virtual and in-person collaboration/social events. Not the Job for You? Hometown has a variety of positions in various locations; please go to our career page https://hometown.com/careers#Roles to explore more opportunities with us. Hometown is an equal opportunity employer. It does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. We equip athletic directors, coaches, and school administrators with the tools they need to manage their departments communications, live events and fundraisers. From keeping your community in the know, to running fundraisers, to hosting games and events – Hometown is your trusted partner. Through powerful websites and communication tools, digital ticketing and event management, and online fundraising, Hometown is the single place to bring your community together and generate the funds needed to enable students to reach their full potential.