Hybrid UK CX Manager: Lead & Develop Teams

TodayTix Group (TTG); Greater London; Híbrido; GBP 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

Work from anywhere (4 weeks/year)

Generous pension match

Tickets to shows and events

Healthcare cash plan

Cycle to work scheme

Birthday off

Parental Leave (3 months)

Descripción de la vacante

TodayTix Group is seeking a proactive CX Support Manager to lead the UK Customer Experience team across London and NYC. This full-time role sits between UK CX Leads and NYC-based leadership, translating strategy into practical execution and developing leaders who coach agents effectively.

The position requires 5–6 years in CX with 2+ years managing a team. Hybrid office presence is expected, with some evenings/weekends as needed, and overlap with New York leadership.

Formación

• 5-6 years of experience in customer experience or support, including 2+ years directly managing a team — ideally with experience managing leads/supervisors, not only individual contributors.
• A track record of conducting performance evaluations and coaching people leaders, not just frontline specialists.
• Experience translating strategic direction into tactical plans: workflow design, staffing, and process improvements.
• Strong written communication skills, with experience owning CX documentation and knowledge base content.
• Confidence in managing escalations and high-stakes customer interactions, and coaching others to do the same.
• A collaborative, cross-functional mindset, with experience partnering with Ops, Product, or Data teams.
• Genuine enthusiasm for AI and automation as tools to scale support without losing the human touch.
• Comfort working in omnichannel support systems; Gladly experience a plus.

Responsabilidades

• Manage, coach, and develop a team of CX Leads and Agents in both our NYC and London offices, conducting regular 1:1s, performance reviews, and development plans.
• Own queue and staffing management for the CX team, including coverage planning, workload distribution, and escalation routing.
• Translate CX strategy into tactical plans and day-to-day workflows for your team, escalating complex or cross-brand issues to the Associate Director of CX Support who is based in NYC.
• Manage L2 escalations with clarity and empathy, and coach CX Leads to independently own L1 escalations.
• Monitor team performance and customer insights — CSAT, FCR, QA trends — identifying opportunities to improve support effectiveness.
• Partner with Ops, Product, and Engineering teams to refine workflows and push forward AI/automation improvements that reduce friction for both the team and customers.
• Own and maintain CX documentation and knowledge base content, ensuring accuracy and consistency with global resources.

Conocimientos

Customer experience

People management

Cross-functional

AI & automation

Omnichannel support

Gladly

Written communication

Herramientas

Gladly

Descripción del empleo

TodayTix Group is seeking a proactive CX Support Manager to lead the UK Customer Experience team across London and NYC. This full-time role sits between UK CX Leads and NYC-based leadership, translating strategy into practical execution and developing leaders who coach agents effectively.

The position requires 5–6 years in CX with 2+ years managing a team. Hybrid office presence is expected, with some evenings/weekends as needed, and overlap with New York leadership.