Description:
Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue.
Momentus is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javits Center, the St. Louis Art Museum, ExCeL London, the Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany, and the Sydney Opera House.
We are driven by our core values of Passion, Speed, Focus, Innovation, and Humility, and are seeking individuals who find inspiration in these principles. Surround yourself with highly motivated co-workers who push you to be your best each day. Momentus offers the career opportunities and fast-paced, exciting environment of a growing company where you can make a direct impact on our product and customers.
The Customer Support Manager is a player-coach role that balances operational rigor with team development, and you will be expected to drive measurable outcomes that directly impact gross retention and customer satisfaction. You will own the day-to-day performance of the EMEA customer support function, leading a team of support specialists delivering timely, high-quality resolutions to our customers.
This leader translates department strategy into day-to-day execution: setting clear performance expectations, coaching the team through complex escalations, partnering cross-functionally with Engineering, Product, SRE, CSM/AM, and Professional Services, and championing AI-first deflection and continuous improvement initiatives. Success in this role is measured by team performance against SLA, CSAT, and QA targets, as well as the development and retention of high-performing support talent.
Responsibilities:
People Leadership and Development:
-
Team leadership and development of Support Specialists (I, II, III), Senior Support Specialists, and the Principal Support Specialist; own hiring, onboarding, performance management, career development, and succession planning.
-
Conduct regular 1:1s, performance reviews, and goal-setting cycles aligned with Korn Ferry competencies and individual development plans.
-
Partner with the Principal Support Specialist on team training, mentorship, and knowledge transfer; ensure the team meets or exceeds the 100% training survey completion target.
-
Foster a culture of accountability, empathy, and continuous learning; recognize strong performance and address performance gaps directly and promptly.
-
Build a healthy on-call rotation in partnership with the Principal Support Specialist; ensure fair distribution of after-hours coverage and protect team well-being.
Queue Management and SLA Performance:
-
Own day-to-day queue health: achieve first response time, resolution time, backlog, and SLA adherence across all product lines.
-
Establish and maintain queue management cadence frameworks; run daily and weekly stand-ups focused on SLA risk, aging tickets, and unblocking the team.
-
Manage Tier 1, Tier 2, and Tier 3 escalation flow; ensure tickets move efficiently across tiers with clean handoffs and consistent customer communication.
-
Partner with the Principal Support Specialist on the final escalation point before leadership; serve as the leadership escalation point for high-severity, high-visibility, or executive-level customer issues.
-
Drive resolution of customer escalations involving Engineering and SRE dependencies; coordinate with Product, Engineering, and SRE leaders on bug triage, root cause, and customer communication.
Operational Excellence and Ai-First Support:
-
Champion the AI deflection as a top-priority team initiative; partner with the Senior Director and Principal Support Specialist on the AV Support Bot's triage and Zendesk deflection performance.
-
Drive continuous improvement of support documentation, knowledge base articles, and internal runbooks; partner with the team to keep Confluence support documentation current and accurate.
-
Identify patterns in ticket data and escalation trends; recommend process, tooling, and product improvements to leadership with clear data-backed rationale.
-
Lead structured ticket reviews and quality audits; ensure findings translate into team coaching, documentation updates, and product feedback.
Cross Functional Collaboration:
-
Serve as the primary Customer Support liaison in region to Engineering, Product, SRE, CSM/AM, and Professional Services; represent the voice of the customer and the support team in cross-functional forums.
-
Partner with Product and Engineering on bug intake, prioritization, and release management; ensure Support has visibility into upcoming releases and is prepared to support new functionality on day one.
-
Collaborate with CSM and Account Management on at-risk accounts; participate in customer escalation calls, executive business reviews, and retention conversations as needed.
-
Support new partnership and product launch readiness (e.g., white-label partnerships, new modules) through gap analysis on operational readiness, documentation, and team enablement.
Quality, Reporting, and Continuous Improvement:
-
Maintain and report on team-level KPIs: SLA adherence, first response time, resolution time, CSAT, QA scores, ticket volume, deflection rate, and backlog age.
-
Maintain QA score & CSAT targets across the team and conduct regular QA calibration sessions.
-
Reduce the rate of development-rejected tickets through coaching, documentation, and reproduction discipline.
-
Contribute to and execute against department-level OKRs; provide weekly and monthly performance updates to the Senior Director.
Requirements:
- 5+ years of experience in customer support or technical support, with 2+ years in a formal people management role, ideally in a SaaS environment.
-
Venue, event, or hospitality industry experience strongly preferred.
-
Demonstrated proficiency with Zendesk (or equivalent ticketing platforms), including reporting, automations, and queue management; experience with Zendesk Explore is a plus.
-
Working knowledge of JIRA and Confluence; comfort partnering with Engineering on bug triage, ticket lifecycle, and documentation governance.
-
Strong analytical skills with the ability to extract insight from ticket data and translate it into operational decisions; comfort with Excel, dashboards, and basic SQL is a plus.
-
Familiarity with AI-driven support tooling (chatbots, ticket deflection, AI-assisted triage) and a clear point of view on the future of AI in customer support.
-
Working understanding of SaaS architecture, APIs, reporting tools, and Windows Server environments sufficient to credibly partner with the Principal Support Specialist and Engineering.
-
Proven ability to lead, develop, and retain a high-performing technical support team
-
Strong project management skills; able to manage competing priorities and shifting deadlines
-
Exceptional written and verbal communication skills; able to communicate technical concepts clearly to both technical and non-technical audiences, and to translate internal technical language into polished external customer communication.
-
Empathetic, grounded leadership style - empathetic first, business second
