About Automatiq
Automatiq offers services to automate the full ticket lifecycle with a focus on yield management and cutting-edge intelligence. They are powering our customers with insight into shifts in the market and opportunities to optimize their returns. Backed by Volition Capital.
About the role
This role is US-based and can be remote or hybrid. Periodic international travel to the offshore support site will be required. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Build and refine the operation. Partner with leadership to design and operate the offshore contact center - operating model, staffing plan, tooling, workflows, and escalation paths
- Build the team and the training. Design and implement the agent training and onboarding program, including ticketing-specific knowledge, brand voice, and the judgment needed to resolve high-stakes, real-time issues
- Manage to metrics. Help to define and manage the KPIs that matter (response and resolution times, CSAT, quality, escalation rates). Build the reporting and QA cadences that keep performance visible and improving
- Protect the brand experience. Ensure every interaction reflects Automatiq and its partner’s standards and commitment to fans
- Scale and improve. Continuously refine staffing, processes, and tooling as volume grows
- Direct experience managing offshore support operations and BPO partners: You know how to hold vendors accountable to SLAs and quality
More about this role
- Build and refine the operation. Partner with leadership to design and operate the offshore contact center - operating model, staffing plan, tooling, workflows, and escalation paths.
- Own the offshore/BPO relationship day-to-day. Help to ramp up and manage the offshore BPO partner. Set expectations, hold the partner to SLAs and quality standards, and manage the day-to-day relationship as the operation scales.
- Build the team and the training. Design and implement the agent training and onboarding program, including ticketing-specific knowledge, brand voice, and the judgment needed to resolve high-stakes, real-time issues.
- Deliver best-in-class, multichannel consumer support. Oversee support across channels, from general inquiries to real-time troubleshooting for consumers trying to access their events, ensuring fast, accurate, on-brand resolution under pressure.
- Manage to metrics. Help to define and manage the KPIs that matter (response and resolution times, CSAT, quality, escalation rates). Build the reporting and QA cadences that keep performance visible and improving.
- Protect the brand experience. Ensure every interaction reflects Automatiq and its partner’s standards...
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