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Customer Support Manager (Zendesk)

Fluent
New York, NY
  • Expired: June 30, 2022. Applications are no longer accepted.

Fluent, Inc. (NASDAQ: FLNT) is a global data-driven performance marketing company and trusted growth partner for leading brands. Experts in creating value for consumers, Fluent leverages its consumer database, digital media portfolio, and, proprietary data science and technology to deliver outcome-based solutions for marketers. Founded in 2010, the company is headquartered in New York City.

The Customer Support Manager is responsible for ensuring customer-related requests are answered seamlessly and effectively. This is a hands-on position where youll be jumping in to answer tickets (where needed) while working closely with our web-product and compliance teams in order to create an exceptional customer fulfillment experience. Youll be helping to craft the operational process and procedures designed to move our Customer Support Team to the next level.

The ideal candidate for this role has a proven track record and passion for creating, supporting and influencing engaging online/ web-enabled customer experiences. Someone who is motivated to be the driving force behind an amazing customer success team. Ideally, youve had solid experience with web-based technology (online media) and technical support/service while working collaboratively with internal stakeholders including our compliance and online/product development team.

Responsibilities:

  • Managing and mentoring a diverse team of support agents

  • Overseeing and providing delivery of excellent service online fulfillment to our customers via email

  • Leading the development and improving of our departmental processes & tools for the Customer Support team

  • Actively participating in collaborative departmental meetings/projects designed to improve our customer experience and product offering

  • Developing innovative ways to improve team performance

  • Managing and monitoring performance metrics

  • Making sure day-to-day support runs smoothly and successfully

  • Working cross-functionally with teams from across the company

  • Identifying and handling legal, privacy, trust and safety, and highly technical escalations

  • Identifying areas of the support apparatus that need improvement, including finding opportunities for efficiency and automation

  • Reviewing QA for your team, and coaching them toward success

  • Tracking trends in customer inquiries, comments, and complaints, and recommending improvements based on that feedback

Requirements

  • Minimum of a Bachelors degree

  • At least 2-3 years of management experience in technical-support/customer service (web-enabled product experience preferred)

  • Ticket-based direct support experience with consumers

  • Entrepreneurial spirit and flexibility

  • Passion for customer support/experience

  • Strong people skills and a talent for collaborative problem solving

  • Strong written and verbal communication

  • Experience managing people and developing processes

  • Strong aptitude for online technology

  • Admin-level experience with Zendesk preferred (creating macros, workflows & reports)

Benefits

At Fluent, we like what we do, and we like who we do it with. Our team is a tight-knit crew of go-getters; we love to celebrate our successes! In addition, we offer a fully stocked kitchen, catered breakfast and lunch, and our office manager keeps the calendar stocked with activity-filled events. When were not eating, working out, or planning parties, Fluent folks can be found participating in recreational sports leagues, networking with She Runs It, and bonding with across teams during quarterly outings to baseball games, fancy dinners, and pizza-making classes. And we have all the practical benefits, too

  • Competitive compensation

  • Ample career and professional growth opportunities

  • New Headquarters with an open floor plan to drive collaboration

  • Health, dental, and vision insurance

  • Pre-tax savings plans and transit/parking programs

  • 401K with competitive employer match

  • Volunteer and philanthropic activities throughout the year

  • Educational and social events

  • The amazing opportunity to work for a high-flying performance marketing company!

    Fluent participates in the E-Verify Program. As a participating employer, Fluent, LLC will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employees Form I-9 to confirm work authorization. Fluent, LLC follows all federal regulations including those set forth by The Office of Special Counsel for Immigration-Related Unfair Employment Practices (OSC). The OSC enforces the anti-discrimination provision ( 274B) of the Immigration and Nationality Act (INA), 8 U.S.C. 1324b.

Fluent

Address

New York, NY
10261 USA

Industry

Business

View all jobs at Fluent