Senior Manager, Support Operations & AI Tools

The Daily Wire, LLC; Nashville (TN); On-site; USD 110,000 - 150,000; Full time

Job summary

Daily Wire seeks a customer support leader to oversee operations and deliver a high-quality subscriber experience. You will manage Zendesk, reporting, automation, and AI-enabled tools while guiding team performance and service delivery.

You will drive improvements to reduce recurring issues and keep support aligned with company priorities, partnering with Product, Engineering, and HR to strengthen the subscriber journey.

Qualifications

• 5-7 years in customer support or support operations, leading teams in high-volume subscription/eCommerce environments.
• Background in customer support operations or related fields preferred.
• Hands-on Zendesk administration experience with configuration, triggers, automations, integrations, and reporting; Zendesk admin certification preferred.
• Experience building AI-enabled support tools and agentic workflows with measurable automation and satisfaction improvements.
• Strong knowledge of workforce planning, QA, and support performance metrics.
• Proven ability to lead, coach, and develop agents while managing daily operations.
• Strong reporting and analytical skills to identify trends and drive improvements.
• Excellent written and verbal communication skills for documenting issues and communicating with customers.

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 channels, including launches and incidents.
• Directly administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting, while improving workflows.
• Build and optimize AI-enabled support tools and automated workflows to improve response accuracy and escalation handling.
• Oversee QA, agent training, and support documentation, maintaining accurate knowledge base content.
• Track and report on customer satisfaction, service levels, agent productivity, and automation performance.
• Manage complex escalations and coordinate with Product/Engineering to resolve recurring issues and improve subscriber experience.
• Oversee chargeback disputes and vendor relationships, evaluating performance, tool utilization, and costs.

Skills

Team leadership

Zendesk administration

AI-enabled support

Reporting & analytics

Vendor management

Cross-functional collaboration

Customer support strategy

Tools

Zendesk

AI tools (automation)

Job description

Daily Wire seeks a customer support leader to oversee operations and deliver a high-quality subscriber experience. You will manage Zendesk, reporting, automation, and AI-enabled tools while guiding team performance and service delivery.

You will drive improvements to reduce recurring issues and keep support aligned with company priorities, partnering with Product, Engineering, and HR to strengthen the subscriber journey.