Senior B2C Support Operations Lead (Offshore)

Automatiq; United States; Hybrid; USD 120,000 - 170,000; Full time

Job summary

Automatiq is seeking a Senior Manager of B2C Operations to lead consumer support for our secondary ticketing business. You will oversee an offshore team, partner with a BPO, and ensure service standards are met as volume grows, delivering training and escalation paths to keep performance aligned with our brand.

You will design the operating model, manage SLAs, and build a scalable, real-time support function across channels—phone, chat, email, and messaging—while protecting the fan experience.

Qualifications

• Manager-level customer service experience in the B2C ticketing space.
• Direct experience managing offshore support operations and BPO partners.
• Proven experience designing and running agent training and onboarding programs.
• Strong command of contact center KPIs, QA, and multichannel support operations.
• Preferred: Experience building and scaling support teams.

Responsibilities

• Build and refine the operation by designing and operating the offshore contact center.
• Own the offshore/BPO relationship day-to-day and manage SLAs and quality.
• Build the team and the training, including onboarding and brand voice.
• Deliver best-in-class, multichannel consumer support across channels.
• Define and manage KPIs, reporting, and QA cadences to improve performance.
• Protect the brand experience and scale staffing, processes, and tooling.

Skills

Offshore support leadership

B2C ticketing experience

Vendor/BPO management

Agent training design

Multichannel support metrics

Job description

Automatiq is seeking a Senior Manager of B2C Operations to lead consumer support for our secondary ticketing business. You will oversee an offshore team, partner with a BPO, and ensure service standards are met as volume grows, delivering training and escalation paths to keep performance aligned with our brand.

You will design the operating model, manage SLAs, and build a scalable, real-time support function across channels—phone, chat, email, and messaging—while protecting the fan experience.