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 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
AdQuick Venice, California, USA Office
1291 Electric Ave, Venice, CA, United States, 90291
Similar Jobs
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.
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
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 Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
