Backed by Accel.
About the role
The SupportX team is dedicated to building the future of fan support. We treat support as a product, owning the full end-to-end experience- from AI-powered chat and voice interactions to agent tooling, self-service deflection, and integrations with SeatGeek's order management, fulfillment and financial systems.
What they're looking for
- 5+ years as an engineer in a role that was mostly about writing code
- 2+ years of experience as an engineering manager of productive, motivated teams
- Proven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiences
- Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization
- You’ve successfully built and led lean teams, ensuring they’re productive, motivated, and capable of delivering impactful results
- You’re able to foster safe, collaborative & inclusive environments, where engineers feel empowered to do their best work
More about this role
The SupportX team is dedicated to building the future of fan support. We treat support as a product, owning the full end-to-end experience- from AI-powered chat and voice interactions to agent tooling, self-service deflection, and integrations with SeatGeek's order management, fulfillment and financial systems.
We are in the process of building new foundations which will boost fan outcomes driven by our AI support agent, increase self-service rates, reduce contact volumes, and empower our human experts to deliver highly effective white-glove service. As manager, you’ll be the technical leader of this effort, guiding the team as we define, build and optimize a support experience for fans that is truly best-in-class. Your role will be critical in shaping the team’s roadmap, enhancing fan outcomes and driving faster, more efficient support workflows.
- Manage a team of Backend, Frontend and applied AI and automation engineers
- Own the technical vision for SeatGeek’s core support tools (both custom + Saas) and integrations
- Rapidly build and iterate tools to boost fan experience, and maintain a high standard of operational excellence across the platform
- Perform code and...
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