The Customer Support Manager leads the support department, enhancing service quality, managing operations, and fostering a productive team environment. They handle escalated issues, develop policies, and collaborate with other departments to improve customer satisfaction.
The Customer Support Manager leads the customer support department, ensuring superior service delivery and high customer satisfaction. This role involves managing daily operations, developing effective support strategies, and fostering a productive team environment. The Customer Support Manager is responsible for both the performance of the support team and the continuous improvement of support processes to align with organizational goals.
Job responsibilities:
- Platform and account support for AdQuick Suppliers and Agency users as well as platform superusers.
- Complete lifecycle for media owner and agency onboarding - setup, prep work, onboarding sessions, maintenance calls
- Office hours support for ad hoc user troubleshooting.
- Prioritizing user product asks and relaying to product team in weekly meeting.
- Fielding and prioritizing platform bugs/fixes to engineering via our support/ticketing system.
- Monthly update and additional training to agency users on product updates/changes.
- Lead on building out user FAQs, onboarding and user support materials.
- Rebuild AdQuick certification program for suppliers and agency users.
- Oversee the day-to-day operations of the customer support department, ensuring efficient workflow and prompt resolution of customer inquiries.
- Respond to and resolve escalated customer support issues, ensuring positive outcomes and customer retention.
- Develop, implement, and revise customer support policies and procedures to enhance service quality and consistency.
- Set clear team goals, monitor progress, and report on key performance metrics to senior management.
- Monitor and analyze support statistics, customer feedback, and trends to identify areas for improvement and implement solutions.
- Collaborate with other departments to ensure a seamless customer experience and consistent messaging.
- Stay current with industry trends, company products, and best practices to continuously enhance team performance and customer satisfaction
Background:
- 3+ years of B2B/B2C Saas customer support
- Experience in OOH, advertising, or marketing disciplines is a plus
- High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk, Intercom) CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel
- Strong interpersonal and organizational skills
- A bachelor's degree
You are:
- Tech savvy: you are a power-user of the platform and can demonstrate all aspects of the platform to customers
- Customer obsessed and an expert in the customer experience: you can think ahead of your clients’ wants/ needs and can quickly problem solve
- Detail-oriented and have a proclivity to think ahead and outside of the box
- Versatile and able to adapt in a rapidly changing environment
- Scrappy: you’re able to balance individual work, cross-team collaboration and project management
- Data-driven and analytical
- Ambitious and a go-getter
Please note that AdQuick is not accepting candidates from third-party recruiters or hiring sites. All applicants should apply through our careers site for consideration.
Top Skills
Asana
Excel
Freshdesk
Intercom
Quip
Salesforce
Slack
Zendesk
Similar Jobs
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
The Associate Customer Support Manager manages customer contracts, ensuring satisfaction and compliance with services while collaborating with subcontractors and internal teams.
Top Skills:
ExcelGoogle AppsMs Office Applications
Cannabis • HR Tech
Manage the customer support team, resolve issues via a ticketing system, and develop efficiencies while supporting client escalations.
Top Skills:
Salesforce ServicecloudUkg Ready
Software
As Customer Support Manager, oversee a team, drive operational improvements, enhance support processes, and foster a customer-centric culture while managing escalations and KPIs.
Top Skills:
Ai-Based Support ToolsSalesforceWorkflow Optimization TechnologiesZendesk
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
