Customer Service Manager
Are you ready to help customers get clear, timely answers and a dependable supportexperience? In this fast-paced role, you will guide digital support requests from intake through resolution, helping stations and sales teams get the information they need to keep campaigns moving.
The Customer Support Manager is a part of a team that manages inquiries through the Digital Helpdesk and responds to questions about programmatic delivery, campaign setup, access, products, and performance. The team uses a ticketing system to organizeand prioritize work, investigate issues, coordinate with internal teams and vendors, and keep customers informed until each request is resolved.
We value thoughtful communication, accountability, and a strong focus on service quality. If you enjoy solving problems and making support easier for customers, this role offers a meaningful way to contribute to our digital media work.
Customer Support Duties:
- Manage customer inquiries in the Helpdesk ticketing system from intake through resolution, organizing, prioritizing, and tracking each request.
- Respond promptly to customer questions and issues, keep requests moving, and resolve them within agreed-upon time frames and service-level expectations.
- Answer questions about programmatic delivery, campaign setup, product access, and performance in clear language customers can understand.
- Review ticket history, order details, campaign setup, pacing, and available reporting to investigate issues and identify next steps.
- Resolve requests directly when appropriate and coordinate escalations to Ad Operations, Analytics, Technical Account Support, Product, Engineering, or vendors when additional expertise is neede...
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