Senior Customer Support Manager at Ziff Davis

Lead customer support excellence at Ziff Davis as a Senior Manager, focusing on iContact, Campaigner, and SMTP brands. Drive strategic initiatives and coach your team for success in a dynamic SaaS environment.

The Ziff Davis team seeks an experienced Senior Manager of Customer Support. You will manage Customer Support Team Leads across three premier brands, ensuring optimal service standards through the REGO framework. Your responsibilities include coaching Tier 1, Tier 2, and Tier 3 representatives, collaborating on technical excellence, and overseeing vendor partnerships to enhance efficiency.

Key Responsibilities: • Coach Support Team Leads to enhance customer service culture • Conduct structured performance reviews with support representatives • Develop career paths for Tier 1 to Tier 3 staff • Execute the REGO operational framework for customer retention • Provide executive reporting on key metrics and trends

Requirements: • Over 5 years in Customer Supp...