Manager, Global Support
Role Overview:
The Global Support Manager is responsible for leading technical Tier 1 and Tier 2 Support teams, driving the strategic direction of customer support, and ensuring the delivery of exceptional service to our clients. This role focuses on overseeing the operational and strategic aspects of the support department, managing escalations, and fostering strong relationships with customers to reinforce organization’s reputation for outstanding support services.
The Global Support Manager is key in developing team capabilities, optimizing support processes, and aligning support services with the broader business objectives to enhance customer satisfaction and loyalty. This Manager works as part of the overall Global Support Leadership team on a variety of projects, programs, cross-functional meetings/initiatives and other activities as assigned.
Role Expectations:
- Oversees a support team, ensuring high-quality service and support across multiple channels, while managing team performance against key service
- Ensures support team members are equipped with the tools and knowledge necessary to deliver world class support services.
- Works closely with Product Management E SRE in on-boarding new capabilities/products into Support.
- Motivates, develops, coaches, and leads team members in adherence with established
- Responsible for team operations, schedule management, and
- Prepares, monitors, and reports on defined performance
- Evaluates team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions.
- Leads by example in providing exceptional service, mentoring the team, and fostering an environment of accountability and excellence.
- Supports improvement initiatives on standardization of process and adoption of global best practices.
- Involvement in interviewing, hiring, and
- Conducts staff and team member 1:1 meetings and
- Assists in the resolution of escalated situations initiated by clients and partners
- Monitors outgoing communication to clients on behalf of organization.
- Facilitates and maintains positive relationships with teams, clients and
- Collaborates with other departments to align support services with business needs and objectives, contributing to overall customer success and product
Required Qualifications:
- 6+ years’ minimum experience in customer support, supervisory, or equivalent experience.
- Bachelor’s degree in computer science or equivalent
- Active command of the English language Additional languages to support managing clients local regions may be required.
Additional Qualifications:
- Experience with internet development technologies and tools (HTML, XML, Web Services, API, relational data, etc.)
- Excellent communication and interpersonal skills, with the ability to manage customer relationships and team dynamics effectively.
- Demonstrates a passion for enhancing customer experience, driving organizational success, and ensuring employee satisfaction.
- Action-oriented with strong time management, organizational, analytical, and problem-solving
- Skilled in identifying and addressing the root causes of customer issues
- Collaborates effectively across functional teams, on a global
- Demonstrated employee development
- Proven success in building and growing effective teams
- Dependable, motivated, self-starter, with the ability to direct work efforts independently
- On-call availability as needed
Company Summary
Zeta Global is a data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.
Our technology runs on the Zeta Marketing Platform, which powers ‘end to end’ marketing programs for some of the world’s leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable.
Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Zeta Global Recognized in Enterprise Marketing Software and Cross-Channel Campaign Management Reports by Independent Research Firm
https://www.forbes.com/sites/shelleykohan/2024/06/1G/amazon-partners-with-zeta-global-to-deliver- gen-ai-marketing-automation/
https://www.cnbc.com/video/2024/05/06/zeta-global-ceo-david-steinberg-talks-ai-in-focus-at-milken- conference.html
https://www.businesswire.com/news/home/20240G04622808/en/Zeta-Increases-3Q%E2%80%GG24-Guidance
https://www.prnewswire.com/news-releases/zeta-global-opens-ai--data-labs-in-san-francisco-and-nyc- 300S45353.html
https://www.prnewswire.com/news-releases/zeta-global-recognized-in-enterprise-marketing-software-and-cross-channel-campaign-management-reports-by-independent-research-firm-300S38241.html