--- title: 'Customer Experience Support Specialist at TodayTix Group' canonical: 'https://feeny.ai/job/customer-experience-support-specialist-todaytix-group-london-wqdtcxbdsck8' type: 'job' last_seen: '2026-10-17' --- # Customer Experience Support Specialist at TodayTix Group - **Company:** TodayTix Group - **Location:** London, United Kingdom - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-13 - **Last confirmed live:** 2026-10-17 - **Apply:** https://jobs.lever.co/todaytixgroup/08c08d72-ab30-4709-9e23-4e7ee4f3cc33 ## Job description About TodayTix Group: TodayTix Group (TTG) is the global e-commerce leader for cultural experiences, designing frictionless discovery and purchase journeys through innovative product design and industry-leading technology. Our portfolio of brands––including  TodayTix, New York Theatre Guide, London Theatre, Show-Score, Arthouse, Arthouse London, and Secret Cinema––connects millions of customers with the best in live entertainment. Powered by vast data and insights, TTG helps theatres, producers, and cultural institutions reach highly engaged audiences and unlock meaningful revenue, transforming how tickets are sold across the world. In 2025, TTG entered a new chapter as part of MARI, the global events and experiences company powering world-defining live experiences. Together, we’re expanding our reach, deepening our impact, and accelerating a shared vision to redefine the event lifecycle through seamless discovery, purchase, and engagement. Life at TodayTix Group We thrive in a nimble, growth-oriented environment where adaptability, curiosity, and a bias toward action help us stay ahead of the curve. We move quickly, iterate often, and expect everyone to take ownership of their impact - because we're building the future of live events, and there’s no script for what comes next. New joiners are set up for success with a 90-day onboarding journey, complete with clear goals and measurable milestones. We believe feedback fuels growth, so we hold twice-yearly performance reviews focused on impact and development. Above all, you’ll be working alongside a team of collaborative, passionate, and kind humans - people who love theatre and live experiences, and who support each other just as much as they challenge each other to do great work. 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: We’re looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers—and our bot. You’ll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey. In this role, you’ll be more than a support agent—you’ll be a critical feedback loop for both our chatbot and product teams. Whether you’re identifying unclear bot responses, surfacing customer pain points, or proposing a more human way to communicate a policy, your insight will help us continuously improve. If you’re the kind of person who gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate, we’d love to hear from you. You should also be excited about AI and its everyday applications, and eager to explore how it can enhance customer support and team workflows—not replace the human touch. Please note: Qualified candidates must be based in the greater London area. We encourage collaboration by working a minimum of 1–2 days per week in the office (Monday - Friday), while also offering flexibility for employees to choose where they work for the rest of the week. This role follows a shift-based schedule, with coverage needed 7 days per week; team members work 5 days per week, including a mix of weekdays and weekends. Shifts typically run 9am–5pm, 10am–6pm, 11am–7pm, or 12pm–8pm, and you may occasionally be asked to work until 11pm UK time. We aim to be transparent and consistent from the start. To support fairness and equity across the team, it has a fixed salary of £28,000 per year, which applies to all candidates at this level. Your first 90 days are designed as a structured onboarding period. During this time, you’ll build a strong understanding of the work, the team, and how we operate, with clear expectations, regular check-ins, and support along the way. It’s also an opportunity for us to learn how you work best and where you can have the greatest impact. At the end of this period, we’ll take time to reflect and discuss next steps. Successful completion of this period is required to continue in the role, and we’ll ensure you have clear feedback along the way so there are no surprises. What Success Looks Like: 💬 Exceptional Communication → Write and speak with clarity, warmth, and adaptability across brands and situations, maintaining a consistent CSAT score of 90%+. 🔁 Bot & Product Feedback → Proactively flag unclear or ineffective chatbot responses, surface recurring product friction, and provide actionable insights to help teams improve the customer experience. 🧠 Creative Problem Solving → Approach each enquiry with curiosity and empathy—tailoring responses, offering thoughtful solutions, and balancing policy with flexibility. 🎯 Operational Excellence → Manage tickets, escalations, and admin tasks accurately and efficiently. What You’ll Do: - Provide direct customer support via chat, phone, and email, delivering personalised, thoughtful responses across multiple brands. - Handle L1 escalations with care and sound judgement - Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could. - Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement. - Execute key operational tasks at short notice with strict deadlines. - Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots. We’re Looking for Someone With: - 1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech. - Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone. - A passion for helping people and a curious, creative approach to problem solving. - The ability to observe and describe technology and product behaviour, and share feedback clearly. - Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch. - Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality. - An openness to collaboration, iteration, and feedback, with a focus on continuous improvement. Good To Know: TodayTix Group takes care of our team. We’re proud to offer a generous suite of benefits. Here are some of our favourites: -Hybrid work environment (blend of in-office and at-home days) -Up to 4 weeks per year of flexible 'work from anywhere' -Generous pension match -Access to a bespoke Pension scheme -Complimentary tickets to shows and events -Employee Assistance Programme -Access to a corporate rate Vitality PMI plan -Healthcare cash plan -Season Ticket loans -Birthday off -Three months of fully paid Parental Leave -Employee Charity Donation Matching -Annual Professional Development Budget -Cycle to work scheme -Employee Referral Bonus TodayTix Group is proud to be an equal opportunity employer, committed to fostering a workplace that celebrates diversity and inclusion. We welcome candidates of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or veteran status, pregnancy, disability, or any other characteristic protected by law. We are also committed to providing reasonable accommodations for applicants and employees based on their religious practices, mental health, or physical needs. TTG is dedicated to conducting all aspects of our business ethically and with integrity, in full compliance with the UK Modern Slavery Act 2015. TTG maintains a zero-tolerance approach to modern slavery, human trafficking, forced labour, and any form of exploitation. We extend these high standards to all employees, contractors, partners, and suppliers. Everyone working with or on behalf of TTG must ensure that our operations and supply chains remain free from any practices that could constitute modern slavery or human trafficking. For information on our UK Privacy policy, click here. ## About TodayTix Group ## Company Overview - **One-liner**: TodayTix Group (TTG) is the global e-commerce leader for cultural experiences, connecting millions of audiences to live theatre, immersive events, and performing arts through a portfolio of consumer apps and B2B ticketing technology. - **Entity Type**: Private (acquired by MARI Group in October 2025, previously backed by Great Hill Partners) - **Headquarters**: New York, New York, USA (with offices in London, UK and Melbourne, Australia) - **Founded**: 2013 - **Founders**: Brian Fenty (CEO) and Merritt Baer (Artistic Director & Producer, Secret Cinema) ## Core Business - **Primary industry**: Live entertainment ticketing and cultural experiences (eCommerce / Event Technology) - **Target customers**: B2C (theatregoers and culture buyers globally) and B2B (theatres, producers, cultural institutions, event organizers) - **Mission statement**: "To find a seat for everyone" — making culture easier to access around the world. ## Products & Services - **TodayTix**: The flagship mobile app and website for discovering and purchasing tickets to Broadway, West End, and live performances. Known for frictionless checkout (under 30 seconds), rush tickets, and lottery programs. - **Secret Cinema**: Global pioneer of immersive storytelling, turning films and TV shows into interactive theatrical experiences. - **Show-Score**: A leading fan and critic review site for Broadway and West End shows, helping audiences find the best shows for them. - **Powered by TodayTix (B2B / White Label)**: A suite of industry-leading ticketing technology including widgets, APIs, and white-label solutions that allow partners to manage inventory, promote shows, and accelerate direct-to-consumer sales. - **LondonTheatre**: A dedicated brand for London’s West End theatre listings and ticket sales. ## Market Standing - **Valuation / Market Cap**: Not disclosed (acquired by MARI Group; financial terms not publicly available) - **Key Metrics**: - **Annual Revenue**: $100M–$500M (LinkedIn estimate) - **Total Funding**: $90.1M across 5 rounds (prior to acquisition) - **Tickets Sold**: Over 70 million to date - **Reachable Audience**: Over 20 million culture buyers - **Partner Network**: Over 10,000 theatres, producers, and cultural institutions globally - **Notable Investors / Partners**: Great Hill Partners (previous majority investor), MARI Group (current parent company, founded by Ariel Emanuel). Partners include major Broadway and West End producers. - **Growth Signals**: - Acquired by MARI Group in October 2025, joining a portfolio that includes the Miami Open, Mutua Madrid Open, Frieze, and Barrett-Jackson. - Headcount grew 8.6% YoY to ~176 employees (LinkedIn), with 300+ total teammates across brands according to Built In. - Named "App of the Day" by Apple and recognized by Fast Company as one of the World’s Most Innovative Companies. - Expanding into sports and larger live events via MARI’s portfolio, with CEO Brian Fenty taking an expanded remit. ## Competitive Advantages - **Multi-brand portfolio**: Owns the entire discovery-to-purchase funnel across TodayTix (consumer), Show-Score (reviews/ratings), and Secret Cinema (immersive production), creating a unique data moat. - **Frictionless technology**: Proprietary checkout technology that reduces purchase time to under 30 seconds, with AI-driven personalization and matchmaking. - **Deep industry relationships**: Over a decade of partnerships with 10,000+ cultural institutions, giving TTG unmatched access to inventory and audience insights. - **MARI Group backing**: Post-acquisition, TTG gains access to a global events portfolio and resources to scale its technology across sports, art fairs, and large-scale events. ## Strategic Focus - **AI & personalization**: Continuing to invest in purpose-built AI for event discovery, demand forecasting, and audience matching. - **Expansion beyond theatre**: Leveraging MARI’s portfolio to bring its ticketing technology to sports, art fairs, and global live events. - **Global scaling**: Growing its presence across the US, UK, and Australia, with potential entry into new markets. - **B2B technology growth**: Scaling the "Powered by TodayTix" white-label and API solutions to more partners. ## Why Work Here - **Culture**: Described as ambitious, passionate, and dynamic — a mission-driven team united by making culture accessible. Values diversity, with Employee Resource Groups offered. - **Work model**: Hybrid-first environment with flexible on-site time. Offices in New York (HQ), London, and Melbourne. Roles range from fully remote to hybrid to in-office depending on team needs. - **Perks**: Company equity, family and childcare benefits, and a strong emphasis on total rewards and compensation. - **Engineering & product culture**: High-caliber talent spanning entertainment, tech, and creative fields. Product and engineering teams work on consumer apps (iOS/Android), B2B SaaS platforms, and data science/personalization at scale. - **Growth trajectory**: Post-acquisition by MARI Group, the company is in a growth phase with expanded scope, offering employees exposure to a broader global events business. ## Sources 1. [todaytixgroup.com](https://www.todaytixgroup.com/) 2. [linkedin.com](https://linkedin.com/company/todaytixgroup) 3. [builtin.com](https://builtin.com/company/todaytix-group) 4. [marigrp.com](https://marigrp.com/press/mari-expands-global-events-portfolio) 5. [jobs.lever.co](https://jobs.lever.co/todaytixgroup) ## Other roles at TodayTix Group - [Senior Manager, Strategy & Corporate Development](https://feeny.ai/job/senior-manager-strategy-corporate-development-todaytix-group-new-york-99f6fmaxcjrd) — New York, NY - [VP of Product, Bucketlisters](https://feeny.ai/job/vp-of-product-bucketlisters-todaytix-group-new-york-qhpq0s0ffa0m) — New York, NY - [Customer Experience Support Specialist (temp to perm)](https://feeny.ai/job/customer-experience-support-specialist-temp-to-perm-todaytix-group-new-york-rf5gpkzp9x4g) — New York, NY - [Manager, Customer Experience](https://feeny.ai/job/manager-customer-experience-todaytix-group-london-0g39p29zzdtg) — London, United Kingdom - [Senior Product Manager II (TodayTix)](https://feeny.ai/job/senior-product-manager-ii-todaytix-todaytix-group-new-york-hfbhfen4wv5m) — New York, NY - [Senior Creative Designer](https://feeny.ai/job/senior-creative-designer-todaytix-group-london-6f2b1g09j6cd) — London, United Kingdom - [Engineering Team Lead, TodayTix](https://feeny.ai/job/engineering-team-lead-todaytix-todaytix-group-new-york-434z660wcwqs) — New York, NY