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Customer Care Manager

At ShowClix, our Customer Care Team strives to provide our customers with consistently positive experiences from the time they purchase a ticket until the time they arrive on-site at the event. As a Customer Care Manager at ShowClix, you will work to inspire our amazing team of talented call center agents to create a truly unique customer experience.

We strive to hire talented individuals who we feel will be an exceptional fit to grow in our fast-paced environment. This role requires strong leadership, time management, and a high threshold of patience while working in a high pressure, constantly changing environment. The customer care manager should be tech savvy and is constantly looking for new ways to make their job more efficient and effective. They will focus on finding solutions to problems and are comfortable providing feedback on current internal processes. Our Customer Care Manager will be responsible for the coaching and developing of our Team Leads. They will be involved in a number of department-wide tasks such as recruiting, onboarding, advanced training, department metrics and new business strategic workflows. This role will operate under our Director of Customer Care and may require collaboration with our leadership team. 


  • Work to support both the personal and professional growth of everyone on your team by helping to set direction through internal team goals.
  • Collaborate with the customer care team to discuss, plan, and implement process improvements.
  • Daily management of our internal CRM systems (Salesforce Service Cloud and 8x8 Virtual Contact Center)
  • Monitor team performance and reports through department-wide metrics.
  • Manage weekly department schedules plus tracking of full time and part-time employees.
  • Work alongside our product team to provide feedback through QA testing of new products and
  • tools.


  • Strong confident writer, capable of creating policies and messaging on the fly.
  • Independent decision maker, who is comfortable utilizing team consensus or collaboration.
  • Proactive, make-it-happen attitude that is receptive to feedback and coaching with a desire to continuously improve and grow in their role.
  • Demonstrates an aptitude and love for providing exceptional customer service to clients and customers.
  • Passion for leadership with a solid understanding of the dynamics involved in leading and motivating a team.
  • Comfortable stepping in to deal with complex customer related issues with the outcome being solely focused on the customer. All while being skilled at explaining any technical problems with a  clear vision of support and advanced training for your team.
  • Proven track record of strategic thinking and effectively weighing risk against benefit; while remaining cautious of company and clients brand.
  • Prior experience with scheduling software and email support web CRM - preferred.
  • College degree or equivalent professional experience.
  • 3+ years leading a customer focused team and managing of others.
  • Candidate must live in Pitsburgh, PA or be willing to relocation. 

*Please include a cover letter or brief paragraph about why you believe you would be a good fit for this Management position at ShowClix. 

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