Client Experience & Live Events Support Lead

TAIT; Haverhill; On-site; GBP 35,000 - 60,000; Full time

Benefits offered by this job

Pension

Life insurance

Health cashback

EAP

Cycle to Work

Income protection

Private medical insurance

Annual leave

Job summary

TAIT is seeking a Support Manager to deliver courteous and proactive service to a diverse customer base. You will collaborate across departments to tailor solutions for client system sustainment and vision, coordinating site inspections, part repairs, and managing support agreements.

You will maintain relationships, gather customer feedback, and ensure projects meet scope, schedule and contract terms while adhering to QA and safety standards.

Qualifications

• HS Diploma or GED; associates or bachelor’s preferred.
• Experience in customer support or management, preferably in entertainment.
• Ability to plan projects with complex logistics and strict deadlines.
• Proficient in MS Office Suite.
• Familiar with ERP (Epicor) and ticketing platforms (Salesforce).
• Strong written and spoken communication and integrity.
• Willing to work outside normal hours when needed.
• Ability to convey customer feedback to internal teams.
• Experience in TAIT markets (cruise ships, theatres, parks) is a plus.
• Good decision making within team/department scope.
• Ability to delegate tasks to team members.
• Clear communication for collaboration and reporting.

Responsibilities

• Maintain customer relationships and advocate for customers and TAIT.
• Provide feedback on product quality and features.
• Follow TAIT QHSE and global service policies.
• Ensure client satisfaction with services provided.
• Manage expectations around scope, schedule, and contracts.
• Keep support tickets concise and accurate for all users.
• Lead site teams and negotiate changes to deliver timely, cost-efficient projects.
• Collaborate with technical and project teams to exceed client needs.
• Schedule resources with resource management teams.
• Proactively take initiative with minimal supervision.
• Source spare parts in partnership with TAIT departments.
• Structure data and draw insights quickly for decision making.
• Work with a global team delivering top-tier support to clients.
• Visit sites to maintain and develop client relationships.
• Seek ways to improve operations and processes with other units.
• Adhere to safety policies and participate in required training.
• Attend meetings and training as required.

Skills

Customer support

Project planning

Communication skills

Team leadership

Experience in entertainment industry

Education

HS Diploma or GED

Associates or Bachelors degree preferred

Tools

Epicor ERP

Salesforce

MS Office

Job description

TAIT is seeking a Support Manager to deliver courteous and proactive service to a diverse customer base. You will collaborate across departments to tailor solutions for client system sustainment and vision, coordinating site inspections, part repairs, and managing support agreements.

You will maintain relationships, gather customer feedback, and ensure projects meet scope, schedule and contract terms while adhering to QA and safety standards.