Lead the charge in customer satisfaction as the Senior Manager of Customer Support at Ziff Davis. Transform support operations across iContact, Campaigner, and SMTP brands in this strategic role.
In this pivotal position, you will oversee a dynamic Customer Support team to ensure peak performance and adherence to the REGO operational framework. Your focus will include mentoring Support Team Leads while managing vendor partnerships and reviewing contracts for operational efficiency. You will pioneer AI integrations for technical support excellence, driving engagement and reducing churn.
Key Responsibilities:
• Mentor and coach Support Team Leads across all brands
• Ensure adherence to the REGO framework’s operational standards
• Oversee technical support tools and AI implementations
• Manage vendor contracts and identify cost-saving opportunities
• Provide weekly executive reports on key performance metrics
Requirements:
• 5+ years of customer support leadersh...