What are the responsibilities and job description for the Support Operations Senior Manager position at Daily Wire?
The Daily Wire is looking for a customer support leader to oversee support operations and deliver a high-quality subscriber experience. In this role, you’ll lead team performance and service delivery while directly managing Zendesk, reporting, automation, and AI-enabled support tools. You’ll drive improvements that help agents work more effectively, reduce recurring customer issues, and strengthen subscriber satisfaction while keeping support operations aligned with company priorities
- Lead, coach, and develop customer support agents, overseeing hiring, onboarding, performance management, and career development in partnership with leadership and HR.
- Manage staffing, scheduling, and capacity planning to meet service standards across support channels, including during launches, incidents, and periods of increased demand.
- Directly administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting, while improving workflows and troubleshooting operational issues.
- Build, maintain, and optimize AI-enabled support tools and automated workflows to improve response accuracy, resolution efficiency, and appropriate escalation to agents.
- Oversee quality assurance, agent training, and support documentation, maintaining accurate internal resources and customer-facing knowledge base content.
- Track and report on customer satisfaction, service levels, agent productivity, and automation performance, using insights to address root causes and drive continuous improvement.
- Manage complex customer escalations and partner with Product and Engineering to resolve recurring issues, coordinate service disruption communications, and improve the subscriber experience.
- Oversee chargeback disputes and support vendor relationships, ensuring timely, accurate submissions and evaluating vendor performance, tool utilization, and costs.
- 5–7 years of experience in customer support or support operations, including team leadership in a high-volume consumer subscription or eCommerce environment.
- Background in customer support, support operations, business operations, or a related field preferred.
- Deep, hands-on experience administering Zendesk, including configuration, triggers, automations, integrations, and custom reporting; Zendesk Support administrator certification preferred.
- Experience building and maintaining AI-enabled support tools and agentic workflows with measurable results in automated resolution and customer satisfaction.
- Strong working knowledge of workforce planning, quality assurance, and support performance metrics.
- Proven ability to lead, coach, and develop agents while managing support systems and daily operations.
- Strong reporting and analytical skills, with the ability to identify contact trends and translate findings into operational improvements.
- Excellent written and verbal communication skills, including technical issue documentation and customer communications.
- Ability to collaborate across departments and maintain productive relationships with internal teams and vendors.
- Sound judgment and discretion when handling confidential customer and company information.
- Ability to prioritize competing demands and implement solutions in a fast-paced environment with limited resources.
- Familiarity with chargeback dispute processes and filing requirements preferred.
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Daily Wire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Please Note: Daily Wire participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization. Thank you!
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