Assisting Technical Support Manager

Imagine standing at the top of the Empire State Building, taking in the breathtaking view. From the online booking to the seamless entry, every part of your ticketing experience was designed and supported by Ventrata. An industry-leading SaaS platform that helps attractions, tours, and activities to create memorable experiences.

Backed by a passionate team, headquartered in London and with offices in Brno, Lisbon, and remote teams worldwide, we’re expanding rapidly across multiple markets and verticals. Our mission is to help businesses of all sizes scale and grow while preserving their unique identity and spirit.

Be a part of something extraordinary, where your ideas and contributions truly matter. Let’s shape the future of travel together.

The challenge

Ventrata is excited to announce we are recruiting for a passionate Assisting Technical Support Manager. If you like working in a team where people take care of each other, people are honest with each other, where we give honest feedback and we receive honest feedback, we might have a great job for you.

The position of Assisting Technical Support Manager reports to the Technical Support Manager and assists the manager with ensuring the quality of support services available to our customers. While leading the team, the Team Leader is expected to remain hands-on and contribute to the issue-solving process.

What you will be doing

The world of ticketing requires effective, live, and fast support 24/7. You will be responsible for assisting the support manager with key responsibilities to ensure delivering exceptional customer experience. You will be expected to oversee day-to-day technical support operations and ensure the technical support team has all the tools and support to do exceptional work and keep the customers happy.

Responsibilities

• Leading a team of technical support specialists (assist the team in their daily tasks and challenges, ensure consistent high-quality service by encouraging best practices, monitor workflows, ensure all communications align with the company’s values, provide live feedback to team members, and maintain a strong customer focus)
• Acting as an escalation point (serve as the primary escalation contact, supervise the resolution of technical issues)
• Assisting the support manager (taking an active part in creating process improvements, and supporting administrative tasks)
• Hiring & onboarding (take part in recruiting activities and conducting job interviews, facilitate onboarding and training of new hires)
• Performing regular Quality Control (perform regular quality reviews and checks of customer communication)
• Monitoring & Reporting (analyse and report support metrics, key deliverables, and goals to measure the effectiveness, and evaluate the team’s and team members’ performance)

Requirements

• Critical thinker (a curious mind, a fast learner with analytical and problem-solving skills, common sense is a must)
• Technical Skills (a proactive approach to identifying and addressing issues)
• Previous experience in management or team lead roles (demonstrated ability to lead, motivate, and manage a multicultural team across multiple regions)
• Previous experience in technical/customer support roles (demonstrated technical skills with a proactive approach to identifying and addressing issues)
• Ability to understand others' experiences and needs (consideration for others, optimism, creativity, friendliness, responsibility, building strong interpersonal relationships)
• Ability to work in a team (contribute with active and open communication, idea sharing, creating a positive and collaborative team environment)
• Great organizational skills (attention to detail, ability to execute strategies and communicate changes, understanding of priorities)
• A passion (staying current with industry trends and continuously improving processes, strong customer-oriented approach)
• C1 English level (additional language is a plus)
• EMEA based

Benefits

• We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us.
• Unlimited paid holiday days.
• Scale-up working environment.
• WFH or work remotely.
• Team buildings and company retreats. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, Greece and France. We also enjoy a spontaneous beer after work or any sports activity.
• Offices in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :)
• Young and passionate team - the ‘Ventrata family”.
• Refreshments and delicious coffee in the office area.
• Hardware/ remote setup package.
• Competitive salary and regular salary revaluation.
• Bonuses based on company performance.

Does it sound crazy enough? Send us your CV in English and join us!

About Ventrata

Ventrata is an enterprise ticketing platform designed for high-volume attractions, museums, observatory towers, sightseeing tours, and activity operators. Our all-in-one solution powers online, in-person, and third-party sales, and provides robust functionality for resource management, hardware integrations, and 24/7 live support. 

Leading brands across diverse verticals trust Ventrata's solutions, and our focus on building long-term connections is key to mutual success. Since 2016, we have worked with many City Sightseeing operations and have teamed up with notable companies like Big Bus Tours and Historic Tours of America. Our recent partnerships, including those with English Heritage, Paradoxon, the Empire State Building, Thames Clippers, and many others established over the past two years, show strong potential to evolve into enduring, long-term relationships. These examples represent just a few of our many collaborations driving the innovation behind the 21 million tickets we sold in 2023 — a 60% increase from the previous year.

What truly sets us apart is our independence — we've been profitable since 2018, with no reliance on venture capital. This financial stability allows us to innovate and grow on our own terms.

We value collaboration and freedom ensuring that every team member has the space to take ownership, be heard, and drive real impact.