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Customer Service Operations Manager
2 months ago
The Customer Service Operations Manager plays a pivotal role in driving operational excellence and delivering world-class customer experiences at Daily Wire. This position is responsible for managing and enhancing operational processes, monitoring performance metrics, and collaborating with other departments to optimize team performance.
Key Responsibilities:- Manage the tactical day-to-day operations of the Member Experience team, developing resource planning, allocation, and scheduling strategies to ensure adequate coverage of ticket queues and team tasks.
- Develop and implement resources and training programs for new and existing agents, focusing on process improvement and operational excellence.
- Administer and optimize the Zendesk platform and connected tools/apps, ensuring peak performance and efficient operations.
- Identify process bottlenecks and inefficiencies, developing new ways to improve productivity and stay up-to-date with industry trends and best practices.
- Support vendor relationship management to maximize results, efficiency, and quality controls, and oversee the chargeback dispute process and data privacy requests process.
- At minimum a High School Diploma or GED.
- 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.
- 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) and G-suite proficiency.
Daily Wire is a leading media company that delivers news, commentary, and entertainment to a global audience. We are committed to creating a workplace culture that values excellence, innovation, and teamwork.
