Fluent Customer Support Lead (Zendesk Administrator) in New York, New York
The Customer Support Lead is responsible for ensuring customer-related requests are answered seamlessly and effectively. 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.
What You’ll Do:
Manage and mentor a diverse team of support agents
Oversee and provide delivery of excellent service online fulfillment to our customers via email
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 innovative ways to improve team performance
Manage and monitor performance metrics
Make sure day-to-day support runs smoothly and successfully
Work cross-functionally with teams from across the company
Identify and handle legal, privacy, trust and safety, and highly technical escalations
Identify areas of the support apparatus that need improvement, including finding opportunities for efficiency and automation
Review QA for your team, and coaching them toward success
Track trends in customer inquiries, comments, and complaints, and recommending improvements based on that feedback
Develop an up-to-date understanding of our rewards process and iterate on improvements to maintain integrity of fulfillment and prevent misuse
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 technology
Admin-level experience with Zendesk preferred (creating macros, workflows & reports)
Fluent, Inc (NASDAQ: FLNT) is a leader in customer acquisition, leveraging its direct response expertise to drive engagement and power discovery for leading brands. Backed by proprietary data science, Fluent connects data-rich consumers to targeted offers, allowing them to find new opportunities, content, and products that enhance their lives. Established in 2010, and headquartered in New York City, Fluent's team of experts have invested over $1B in media across its digital media portfolio to build a global audience available through 500+ DSPs, DMPs, online publishers, and programmatic platforms. For more information, visit http://www.fluentco.com/
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…
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!
Salary Range: $75,000 to $85,000 - The base salary range represents the low and high end of the Fluent salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance.
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 employee’s 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.