AdQuick Logo

AdQuick

Customer Support Manager

Reposted 7 Days Ago
Remote
Hiring Remotely in United States
Mid level
Remote
Hiring Remotely in United States
Mid level
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 summary above was generated by AI

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

Top Skills

Asana
Excel
Freshdesk
Intercom
Quip
Salesforce
Slack
Zendesk

Similar Jobs

5 Days Ago
Remote or Hybrid
Georgia, USA
80K-90K Annually
Mid level
80K-90K Annually
Mid level
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
The Customer Support Manager oversees service delivery, manages contracts and relationships with customers, and drives growth within the assigned accounts.
5 Days Ago
Remote or Hybrid
North Carolina, USA
75K-90K Annually
Mid level
75K-90K Annually
Mid level
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
The Customer Support Manager oversees the delivery of lifecycle services, manages customer contracts, ensures service quality, and builds customer relationships in public safety communications.
Top Skills: Customer Account ManagementIntegrationLifecycle Service ProductsSystems Implementation
2 Days Ago
Remote
USA
120K-170K Annually
Expert/Leader
120K-170K Annually
Expert/Leader
Software • Financial Services
Lead troubleshooting for technical issues, collaborate with product and engineering teams, improve support processes, and mentor support staff.
Top Skills: APIsCloud-Based PlatformsDatabase TechnologiesNetworkingSaaS

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

  • Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
  • Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
  • Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
  • Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
  • Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account