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Position: Support Manager, Europe

Department: Member Services / Support

Reports to: Director of Support

Location: Work from home / Full-Time (40-hour workweek)

Compensation: £60,000 - £65,000

Open through: 1 June 2023

Tessitura is a non-profit company dedicated to helping arts and cultural organizations thrive.

CRM lies at the heart of our mission and our technology platform. With Tessitura in their toolkit, organizations can achieve their goals with ease.

The Tessitura community includes over 750 cultural institutions in ten countries. Our staff provide 24/7 support and offer guidance to grow revenue and build lifelong engagement.

Job Summary:

The Support Manager is responsible for executing the customer service strategy and manages the overall performance of the Support Specialists team to achieve the highest levels of member satisfaction for the Tessitura Network. As a member of the support leadership team, the Support Manager liaises the global support managers to enhance the overall member experience.

Specific Responsibilities:

• Lead the Support Specialist team through articulating our vision, energizing staff, inspiring and motivating using the vision and mission, and effective communication skills.
• Oversee the recruitment, selecting, and training of employees for positions within the support department.
• Adhere to the Effective Manager Tools Trinity through developing management skills, one on ones, feedback, and coaching.
• Evaluate how the support specialist staff are achieving the KPI goals, improving performance, and professional development plans.
• Coordinate the documentation of Support Specialist policies & procedures.
• Ensure systems and processes are in place for high quality on-going support, training/consultation, and incidents.
• Serve as a member relationship escalation point for members of the Support Specialist team.
• Implement and execute member service standards and KPI’s on a monthly, quarterly, and annual basis.
• Coordinate desk and on-call shifts scheduling.
• Supervise high volume on-sale monitoring and facilitate internal cross-team communication to support successful on-sales.
• Provide support feedback to development process with an aim to improve our Tessitura Software and Products and help weigh the priority of future enhancements.
• Oversee the support participation in the product release process, ensuring that the updates resolve the reported issues, and that those resolutions are communicated effectively back to the members.
• Facilitate internal, cross-team knowledge sharing and collaboration to support all Tessitura Software & Products.
• Assume assignments for the annual user conference related to the planning, preparation, and presentation of sessions.
• Serve as an escalation point for 24/7 global on-call support as well as communications on duty in rotation with the support leadership team.
• Serve as a member relationship escalation point for members of the Support Specialist team and work alongside the EU Management team to ensure members in the region are fully supported.
• Other duties as assigned.

General Responsibilities

• To drive outcomes that deepen engagement between our members and the Tessitura company, Tessitura software and Tessitura community.
• As a term of employment, the post holder may be required to undertake such other duties and / or times of work as may be reasonably be required commensurate with the general level of responsibility within the Company.

Required Skills and Experience:

• Technical experience in Tessitura software and products and their uses in an operational/business context.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Time and project management skills.
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
• Commitment to providing exceptional service to members and support to staff members.
• Experience leading and/or working on project teams.

How to apply:

Please apply by using the online form. If you have any questions or need assistance, please contact us at [email protected].

Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment:

At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, it will also fuel collaboration, innovation and creativity as we deliver on our mission.

Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.

Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.

Equal Opportunity:

Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual’s qualifications, merit, and performance.

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