Ziff Davis Customer Support Operations Leader

Join Ziff Davis as the Customer Support Operations Leader, enhancing service delivery across premier brands like iContact, Campaigner, and SMTP. This role demands strategic insight and operational excellence.
You will lead the Customer Support team, focusing on performance metrics and operational frameworks to improve customer satisfaction. Your leadership will ensure that Support Team Leads deliver effective coaching and performance monitoring while managing vendor contracts for efficiency. As an AI Advocate, you will implement advanced technical support measures to handle and reduce resolution times.
Key Responsibilities:
• Drive customer support team performance through mentoring
• Maintain operational standards aligned with the REGO framework
• Enhance technical infrastructure for support teams
• Streamline vendor management processes and cost analysis
• Generate comprehensive reports on key customer metrics
Requirements:
• 5+ years in customer support wi...