Customer Support Manager (Zendesk)
- 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.
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
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)
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
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.
AddressNew York, NY
BusinessView all jobs at Fluent