• Job Description

  Req#: 196fe08c-3e48-42aa-a2de-23c7d9dfdd41

  Full-time Customer Care Specialist

  New York, NY /

  Customer Experience – Customer Care /

  Full Time

  / Hybrid

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  About TodayTix Group:

  
  

  TodayTix Group, TTG, is the global e-commerce leader for cultural experiences. Founded in 2013 by Broadway veterans Brian Fenty and Merritt Baer, TTG designs frictionless e-commerce experiences via innovative product design and industry-leading technology.

  
  

  Through its powerful consumer matchmaking technology and expansive portfolio of brands, including TodayTix, Goldstar, and Secret Cinema, TTG has an intimate understanding of its millions of customers. We optimize partner relationships by providing unparalleled access to engaged audiences to generate meaningful revenue, and transform the way tickets are sold. With an ever-expanding global network of theatres, producers, and cultural institutions, frictionless technology, and vast data and insights, TTG is at the forefront of the digital transformation of culture.

  
  

  We are seeking outstanding applicants of all backgrounds to join our team to bring new voices, talent, and perspectives to the table. We encourage all to apply.

  
  

  About the Role:

  
  

  The Customer Care team at TodayTix Group (TTG) is seeking a Customer Care Specialist to deliver the highest standards of customer care to our valued customers. The ideal candidate is compassionate, efficient, and dedicated to providing exceptional service.

  
  

  Reporting directly to the Customer Care Manager in New York, you'll be responsible for handling customer inquiries, resolving issues, and ensuring an overall positive customer experience. You will work closely with our Operations, Partnerships, Marketing, and Product teams to continuously improve customer satisfaction on a day-to-day basis.

  
  

  This is a fantastic opportunity for someone with at least 2 years of experience in customer support or a similar role, who excels in communication and problem-solving skills. Our Customer Care team is dedicated to building strong relationships with customers while promoting the growth and reputation of TodayTix Group. If this resonates with you, we'd love to hear from you!

  
  

  Please note: this is a full-time position and qualified candidates should be based in the New York area. As this is a shift-based role, you will be expected to work up to 11 PM EST on some days, as well weekends and select holidays including Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, & New Year’s Day.

  What You’ll Do:

  • Manage customer inquiries via phone, email, and chat
  • Evaluate customer complaints and handle them in line with the company complaint policy
  • Collaborate with Operations, Marketing, Partnerships, and Product teams to enhance customer experiences and troubleshoot issues
  • Communicate with external partners as needed to provide exceptional customer service
  • Develop a deep understanding of TodayTix Group's products and services
  • Contribute to ongoing projects aimed at improving customer satisfaction
  • Support with training new team members
  • Ensure timely and effective resolution of customer issues
  • Achieve predetermined performance metrics

  We're Looking for Someone With:

  • 2+ years of experience in customer care or a similar role
  • Demonstrated ability to handle challenging customer situations with empathy and professionalism
  • Excellent written and verbal communication skills
  • Strong problem-solving skills and the ability to adapt to changing circumstances
  • Experience with omnichannel customer support tools
  • Passion for theatre is a plus

  $50,000 - $50,000 a year

  Salary ranges are determined by competitive market data for our size, stage, and industry, experience and location of the applicant, and our internal salary banding, which is reviewed at least annually.

  
  

  We aim to be as transparent, equitable, and fair as possible. Qualified candidates and our Talent Acquisition team will discuss salary and benefits in the initial conversation, and final salary will be determined after candidates complete the interview process. We expect that the majority of candidates who are offered roles at TTG fall healthily throughout the range based on the above factors.

  
  

  To learn about the Perks and Benefits outside of the salary, please check out our "Good to Know" section!

  Good to Know:

  
  

  TodayTix Group takes care of our team. We’re proud to offer a generous suite of benefits and perks. Here are a few of our favorites:

  
  

  -Remote friendly / Hybrid work environment

  -Healthcare, vision, and dental plans, with generous contributions from the company

  -Life and disability insurance

  -Paid Parental Leave

  -Generous 401(k) Matching

  -Flexible Paid Time Off

  -Free membership to One Medical Group & Employee Assistance Program

  -Annual Professional Growth Budget

  -Employee donation matching

  -Employee Referral Program

  -Work From Home budget

  -Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits

  
  

  TodayTix Group is committed to creating a diverse and equal workforce. Our aim is to create an inclusive and diverse environment which reflects the world we live in, as well as making a positive impact regarding diversity and accessibility within our industry. We highly encourage applications from all, regardless of race, age, gender, gender identity, nationality, ethnic origin, disability, religious belief, or sexual orientation.

  
  

  For information on our US employee and applicant privacy policy, click here. For more information about the data we collect and retention periods, please see our Data Collection Notice here.

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• About the company

  TodayTix is a digital ticketing platform for theatrical and cultural events.

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