Manager of Customer Experience

TodayTix Group; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Remote friendly / Hybrid work env

Healthcare, vision, and dental plans

Life and disability insurance

Paid Parental Leave

401(k) Matching

Flexible Paid Time Off

Annual Growth Budget

Employee Referral Program

Work From Home budget

Cycle to work scheme

Birthday off

Parental Leave (three months paid)

Pension scheme

Complimentary tickets to shows

Employee Assistance Programme

Commuter Benefits

Job summary

TodayTix Group seeks a proactive CX Support Manager to lead the UK Customer Experience team across London and collaborate with New York leadership. You will own staffing, coaching, and performance management, translating CX strategy into actionable workflows while partnering with Ops, Product, and Data to drive AI initiatives.

The role is hybrid with in-office collaboration, requiring the right to work in the UK and willingness to coordinate with NYC leadership for cross-brand initiatives.

Qualifications

• 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
• Confidence in managing escalations and high-stakes customer interactions, and coaching others to do the same
• A track record of conducting performance evaluations and coaching people leaders, not just frontline specialists
• Strong written communication skills, with experience owning CX documentation and knowledge base content
• Comfort working in omnichannel support systems; Gladly experience a plus
• A collaborative, cross-functional mindset, with experience partnering with Ops, Product, or Data teams

Responsibilities

• 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

Skills

People management

CX leadership

Workflow design

Staffing

Process improvements

Escalations handling

Cross-functional collaboration

Communication skills

Tools

Gladly

Job description

• 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
• We’re looking for a proactive, people-first CX Support Manager to own day-to-day leadership of our UK Customer Experience team, sitting between our London and NYC based CX Leads and our Associate Director of CX Support who is based in NYC
• This is a high-impact role for someone who’s outgrown pure frontline leadership and is ready to own team performance, translate CX strategy into tactical execution, and manage people who themselves manage people
• You’ll lead across two offices, with a team split between London and NYC and a direct line to CX leadership in New York
• You’ll manage and develop a team of CX Leads and Agents supporting TTG, owning queue and staffing plans, conducting performance evaluations, and making day-to-day decisions within the guardrails set by CX leadership — escalating the complex or cross-brand calls rather than owning global strategy yourself
• You’ll partner closely with Ops, Product, and Data to keep pushing AI and automation into the workflow, and you’ll stay close enough to the queue to know what’s actually happening with customers
• We aren’t looking for someone who just oversees a dashboard — we need a leader who develops their CX Leads the way a strong CX Lead develops Agents, who can turn a strategic goal into a concrete plan, and who steps into the queue when it matters
• Please note: this is a full-time role and qualified candidates must be based in or near London and have the right to work in the UK
• We encourage collaboration by working a minimum of 2 days per week in the office, with flexibility for the rest of the week
• Occasional evenings, weekends, and on-call coverage may be necessary, including overlap with our New York-based CX leadership team
• What Success Looks Like:
• CX Performance & SLA Ownership → Own CSAT and SLA targets for the UK team through coaching, performance tracking, and capacity planning across CX Leads and Agents
• Team Development & Performance Management → Conduct performance evaluations and development plans for CX Leads, ensuring they’re equipped to coach their own Agents effectively
• Tactical Process Ownership → Translate CX strategy set by leadership into concrete workflows, staffing plans, and process changes — making decisions within established guidelines and escalating what falls outside them
• Cross-Team & Cross-Region Collaboration → Partner with CX Ops, Product, and Data teams, and stay aligned with the global CX Support leadership team on consistency across brands
• Documentation & Knowledge Management → Own CX documentation and knowledge base content, keeping it accurate and usable while staying consistent with global and retailer standards
• What You’ll Do:
• 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

Benefits

• Remote friendly / Hybrid work environment
• Healthcare, vision, and dental plans, with generous contributions from the company
• Life and disability insurance
• Paid Parental Leave
• Generous 401(k) Matching
• Flexible Paid Time Off
• Free membership to One Medical Group & Employee Assistance Program
• Annual Professional Growth Budget
• Employee donation matching
• Employee Referral Program
• Work From Home budget
• Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
• Remote friendly / hybrid work environment
• Generous pension match
• Access to a bespoke Pension scheme
• Complimentary tickets to shows and events
• Employee Assistance Programme
• Healthcare cash plan
• Season Ticket loans
• Birthday off
• Three months of fully paid Parental Leave
• Salary Sacrifice Car Scheme & RAC Membership
• Employee Charity Donation Matching
• Work From Home budget
• Annual Professional Development Budget
• Cycle to work scheme
• Employee Referral Bonus

Genuine enthusiasm for AI and automation as tools to scale support without losing the human touchExperience translating strategic direction into tactical plans: workflow design, staffing, and process improvements5-6 years of experience in customer experience or support, including 2+ years directly managing a team — ideally with experience managing leads/supervisors, not only individual contributorsConfidence in managing escalations and high-stakes customer interactions, and coaching others to do the sameA track record of conducting performance evaluations and coaching people leaders, not just frontline specialistsStrong written communication skills, with experience owning CX documentation and knowledge base contentComfort working in omnichannel support systems; Gladly experience a plusA collaborative, cross-functional mindset, with experience partnering with Ops, Product, or Data teams