Customer Service Operations Manager

POSITION SUMMARY
The Customer Service Operations Manager plays a critical role in driving operational excellence, improving CSAT, and optimizing team performance within the Member Experience team. They are responsible for managing and enhancing operational processes, monitoring performance metrics, keeping systems running, and collaborating with other departments to deliver world-class customer experiences.
 
PRIMARY RESPONSIBILITIES
Team Management
Help manage the tactical day-to-day operations of the Member Experience team. Develop resource planning, allocation, and scheduling strategies to ensure adequate coverage of ticket queues, chat moderation, and other team tasks that require scheduling.
 
Training and Development
Develop and implement resources and training programs for new and existing agents.
 
Platform Administration
Administer and optimize the Zendesk platform and connected tools/apps, ensuring peak performance and efficient operations (Tymeshift, MaestroQA, Auto Merge, AppFollow, etc.). Maintain and optimize customer help centers with robust and always fresh self-service content.
 
Process Improvement
Identify process bottlenecks and inefficiencies, developing new ways to improve productivity. Stay up-to-date with industry trends, best practices, and emerging technologies.
 
Vendor and Compliance Management
Support vendor relationship management to maximize results, efficiency, and quality controls. Oversee the chargeback dispute process, ensuring timely and accurate resolutions by the team. Manage the data privacy requests process, ensuring compliance with legal and company standards.
 
Other Duties as Assigned
Additional functions and requirements may be assigned by supervisors as deemed appropriate.
 
REQUIRED EDUCATION/EXPERIENCE/SKILLS/COMPETENCIES
Education
At minimum a High School Diploma or GED.
 
Demonstrated Skills/Abilities/Competencies
· 3+ years’ experience in customer service
· Certified Zendesk Admin or equivalent
· Ability to problem solve, focused on process improvement, and driven by operational excellence Outstanding guest service / hospitality skills
· Strong ability to remain patient, calm, and gracious under stressful circumstances and when tending to disgruntled customers
· Outstanding email and phone skills, including communication and grammar
· Strong sense of empathy and ability to relate to people and resolve issues
· Interest in and/or familiarity with the political and editorial news landscapes a plus
· Proficient Microsoft Office skills (Word, Excel, and PowerPoint)
· G-suite proficiency

Reports to:  Director of Member Experience
Start date:   Immediate
Employment type:   Full-time; Exempt
Compensation:   Dependent upon experience
Benefits:   Health insurance options (medical through BlueCross Blue Shield; dental and vision through Guardian); Paid Time Off; 401k (5% match)

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