UK CX Manager — Lead, Coach & Elevate Support

TodayTix Group; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Work from anywhere (up to 4 weeks/year

Generous pension match

Tickets to shows and events

Employee Assistance Programme

Parental leave

Job summary

TodayTix Group in London is seeking a proactive CX Support Manager to oversee the UK Customer Experience team, bridging London and NYC leads. The role focuses on team performance, translating CX strategy into day-to-day operations and guiding Leads and Agents.

You'll partner with Ops, Product, and Data to push AI and automation while maintaining queue visibility. This is a full-time role based in London with in-office days and flexible scheduling.

Qualifications

• 5–6 years in customer experience or support with 2+ years of team leadership.
• Experience coaching leaders and driving performance metrics.
• Experience translating strategy into actionable workflows.

Responsibilities

• Manage, coach, and develop a team of CX Leads and Agents in London and NYC, including regular 1:1s and performance reviews.
• Own queue and staffing management, coverage planning, and escalation routing.
• Translate CX strategy into day-to-day workflows and escalate complex issues to senior leadership.
• Coach Leads to independently own L1 escalations while handling L2 escalations.
• Monitor CSAT, FCR, QA trends and identify improvements in support effectiveness.
• Partner with Ops, Product, and Data to push AI/automation and improve workflows.

Skills

People management

CX strategy

Cross-functional

AI & automation

Omnichannel support

Data insights

Tools

Gladly

Job description

TodayTix Group in London is seeking a proactive CX Support Manager to oversee the UK Customer Experience team, bridging London and NYC leads. The role focuses on team performance, translating CX strategy into day-to-day operations and guiding Leads and Agents.

You'll partner with Ops, Product, and Data to push AI and automation while maintaining queue visibility. This is a full-time role based in London with in-office days and flexible scheduling.