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Technical Support Manager

Fluent

This is a Full-time position in Nyc, NY posted July 2, 2020.

Location: Nyc, NY

DESCRIPTION

Fluent is the Industry leader in customer acquisition and digital consumer engagement. Our proprietary ad serving technology and extensive publisher network enables marketers to acquire the best customers, with precision, at a massive scale. Leveraging big data and real-time interaction with consumers, Fluent has powered billions of profitable marketing opt-ins on behalf of more than 500 leading brands since its inception.

The Technical Support Manager is responsible for ensuring inbound customer-related ticket requests (via Zendesk) are answered seamlessly and effectively. This role requires a “people person”. We’re not only seeking someone with strong technical/product support acumen, but also someone who is a strong communicator with other teams and departments. Admin-level experience with Zendesk preferred (creating macros & workflows).This is a “hands-on” position where you’ll 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. You’ll 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, you’ve 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:

  • Oversee and provide delivery of excellent service- online fulfillment to our customers via Zendesk ticketing
  • Lead the development and improvement of our departmental processes & tools for the Customer Support team
  • Actively participate in collaborative departmental meetings/projects designed to improve our customer experience and product offering
  • Develop creative and innovative ways to improve team performance
  • Manage and monitor performance metrics
  • Making sure day-to-day support runs smoothly and successfully
  • Managing and mentoring a diverse team of support agents
  • 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 Bachelor’s 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 (web-enabled) technology
  • Admin-level experience with Zendesk preferred (creating macros & workflows)

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 we’re 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!