Support Operations Senior Manager
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The Daily Wire is looking for a customer support leader to oversee support operations and deliver a high-quality subscriber experience. In this role, you’ll lead team performance and service delivery while directly managing Zendesk, reporting, automation, and AI-enabled support tools. You’ll drive improvements that help agents work more effectively, reduce recurring customer issues, and strengthen subscriber satisfaction while keeping support operations aligned with company priorities
Primary Responsibilities
- Lead, coach, and develop customer support agents, overseeing hiring, onboarding, performance management, and career development in partnership with leadership and HR.
- Manage staffing, scheduling, and capacity planning to meet service standards across support channels, including during launches, incidents, and periods of increased demand.
- Directly administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting, while improving workflows and troubleshooting operational issues.
- Build, maintain, and optimize AI-enabled support tools and automated workflows to improve response accuracy, resolution efficiency, and appropriate escalation to agents.
- Oversee quality assurance, agent training, and support documentation, maintaining accurate internal resources and customer-facing knowledge base content.
- Track and report on customer satisfaction, service levels, agent productivity, and automation performance, using insights to address root causes and drive continuous improvement.
- Manage complex customer escalations and partner with Product and Engineering to resolve recurring issues, coordinate service disruption communications, and improve the subscriber experience.
- Oversee chargeback disputes and support vendor relationships, ensuring timely, accurate submissions and evaluating vendor performance, tool utilization, and costs.
Experience and Requirements
- 5–7 years of experience in customer support or support operations, including team leadership in a high-volume consumer subscription or eCommerce environment.
- Background in customer support, support operations, business operations, or a related field preferred.
- Deep, hands-on experience administering Zendesk, including configuration, triggers, automations, integrations, and custom reporting; Zendesk Support administrator certification preferred.
- Experience building and maintaining AI-enabled support tools and agentic workflows with measurable results in automated resolution and customer satisfaction.
- Strong working knowledge of workforce planning, quality assurance, and support performance metrics.
- Proven ability to lead, coach, and develop agents while managing support systems and daily operations.
- Strong reporting and analytical skills, with the ability to identify contact trends and translate findings into operational improvements.
- Excellent written and verbal communication skills, including technical issue documentation and customer communications.
- Ability to collaborate across departments and maintain productive relationships with internal teams and vendors.
- Sound judgment and discretion when handling confidential customer and company information.
- Ability to prioritize competing demands and implement solutions in a fast-paced environment with limited resources.
- Familiarity with chargeback dispute processes and filing requirements preferred.
To learn more about Daily Wire, please visit the following Daily Wire Facebook and YouTube page links:
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Daily Wire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Please Note: Daily Wire participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization. Thank you!
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Skills
As published by lever · 16 questions
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio URL
Short answers (10)
- State of residence
- Are you related to any person employed by the company or its affiliates? (If so, please note their name and your relation to them)
- Have you ever been or are you currently employed by the company or its affiliates? (If yes, please indicate start and end dates)
- Please type your initials to acknowledge the following: It is understood and agreed upon that any misrepresentation or omission by me in this application will be sufficient cause for cancellation of this application and/or separation from the Company if I have been employed. I give the company the right to investigate all references and to secure additional information about me, if job related. I hereby release from liability the Company and its representatives for seeking such information and all other persons, corporations or organization for furnishing such information.
- Please type your initials to acknowledge the following: I understand that as a condition of employment I will be subject to one or more of the following: driving record check, criminal history investigation, credit check, pre-employment physical and/or a post-employment offer drug-alcohol screening test. The company is an Equal Opportunity Employer. The Company does not discriminate in employment and no question on this application is used for the purpose of limiting or excusing any applications consideration for employment on a basis prohibited by local, state, or federal law. This application is active for 90 days. At the conclusion of this time, if I have not heard from the Company and still wish to be considered for employment, it will be necessary to fill out a new application.
- Please type your initials to acknowledge the following: I further understand that I am not to disclose to the Company or its representatives any confidential information or trade secrets of my present or a prior employer and that I am not to engage in any conduct that would violate an agreement, if any, between me and my present or a prior employer. I understand that just as I am free to resign at any time, the Company reserves the right to terminate my employment at any time, with or without cause and without prior notice. I understand that no representative of the Company has the authority to make any assurances to the contrary. Unless I have a written agreement with Company to the contrary, I understand that any employment with Company will be at-will. optional
- If you heard about this opportunity through a job board, please indicate which one. optional
- Have you previously been part of the recruiting/interviewing process for a position with DW? If so, what position?
- This is a full-time in-office position (working remotely is not an option). Are you willing and able to work full-time in-office?
- Compensation expectations:
Pick from a list (6)
- Can you perform the essential functions of the position you are applying for?
- The following are the agreements I have with my present or a prior employer that may affect my work related activities if I am hired by the Company (Please provide a copy of the agreement at the time of your interview if permitted or allowed): optional
- Where did you hear about this opportunity? optional
- Would you be comfortable working in a work environment that produces content that is political and conservative in nature?
- Are you located in the Nashville, TN area? If not, are you willing to relocate if required for the position?
- Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa)?