Senior Manager, Support Operations & AI-Driven Service

The Daily Wire; Nashville (TN); On-site; USD 90,000 - 140,000; Full time

Job summary

The Daily Wire is seeking a Customer Support Leader to oversee support operations and deliver a best-in-class subscriber experience. You will supervise agents, manage Zendesk tools, and lead initiatives around AI-enabled support and automation.

You will work with Product, Engineering, and HR to optimize processes, reduce recurring issues, and improve satisfaction while aligning with company priorities. This role is on-site in Nashville and requires strong leadership and analytics capabilities.

Qualifications

• 5–7 years in customer support or support operations in high-volume environments.
• Deep Zendesk experience with configuration, triggers, automations, integrations, and reporting.
• Experience building AI-enabled support tools and agent workflows with measurable results.
• Strong knowledge of workforce planning, QA, and support performance metrics.
• Excellent communication and ability to collaborate across departments.

Responsibilities

• Lead, coach, and develop customer support agents, overseeing hiring, onboarding, and performance.
• Manage staffing, scheduling, and capacity planning to meet service standards.
• Direct Zendesk administration, routing, triggers, automations, macros, integrations, and reporting.
• Build and optimize AI-enabled support tools and automated workflows.
• Oversee QA, training, and knowledge base content.
• Track and report on customer satisfaction, SLAs, agent productivity, and automation performance.
• Manage complex escalations and coordinate with Product and Engineering.
• Oversee vendor relations and chargeback disputes.

Skills

Zendesk admin

Team leadership

AI-enabled tools

Reporting & analytics

Staffing & scheduling

Support ops

Tools

Zendesk

Job description

The Daily Wire is seeking a Customer Support Leader to oversee support operations and deliver a best-in-class subscriber experience. You will supervise agents, manage Zendesk tools, and lead initiatives around AI-enabled support and automation.

You will work with Product, Engineering, and HR to optimize processes, reduce recurring issues, and improve satisfaction while aligning with company priorities. This role is on-site in Nashville and requires strong leadership and analytics capabilities.