UK & NYC CX Lead — AI-Driven Support & Team Growth

TodayTix Group (TTG); Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Exposure to AI initiatives

Job summary

TodayTix Group (TTG) is seeking a proactive CX Support Manager to lead the UK Customer Experience team between London and NYC. You will own team performance, translate CX strategy into actionable plans, and manage a team of CX Leads and Agents with a hybrid London/remote arrangement.

Candidates must be based in or near London and eligible to work in the UK, with some in-office presence required. You'll partner with Ops, Product, and Data while driving AI/automation improvements to streamline

Qualifications

• 5–6 years in CX or support with 2+ years in people leadership.
• Proven coaching and performance-evaluation skills.
• Experience turning strategy into operational plans.
• Strong CX documentation and knowledge-base ownership.
• Comfort with AI/automation in support.

Responsibilities

• Lead CX Leads and Agents across London and NYC offices.
• Own queue, staffing, and escalation routing.
• Translate strategy into daily workflows and processes.
• Manage L2 escalations and coach on L1.
• Monitor CSAT, FCR, QA to drive improvements.

Skills

CX leadership

Team coaching

Escalations handling

Cross-functional collaboration

AI/automation in support

Tools

Gladly

Job description

TodayTix Group (TTG) is seeking a proactive CX Support Manager to lead the UK Customer Experience team between London and NYC. You will own team performance, translate CX strategy into actionable plans, and manage a team of CX Leads and Agents with a hybrid London/remote arrangement.

Candidates must be based in or near London and eligible to work in the UK, with some in-office presence required. You'll partner with Ops, Product, and Data while driving AI/automation improvements to streamline