Senior Manager, Support Operations – Zendesk & AI Tools

Dailywire; Nashville (TN); On-site; USD 110,000 - 170,000; Full time

Job summary

The Daily Wire is seeking a Customer Support Leader to oversee operations and deliver a high-quality subscriber experience. You will manage Zendesk, reporting, and AI-enabled tools while driving improvements to reduce issues and align with company priorities.

You will lead agents across channels, manage staffing and capacity, and partner with Product/Engineering on recurring issues and vendor relationships to ensure top-tier support.

Qualifications

• Must have leadership experience in high-volume customer support or support operations.
• Hands-on Zendesk administration experience and certification preferred.
• Experience building AI-enabled support workflows with measurable results.

Responsibilities

• Lead, coach, and develop customer support agents and managers.
• Direct staffing, scheduling, and capacity planning for multiple channels.
• Administer Zendesk, including routing, triggers, automations, and reporting.
• Build and optimize AI-enabled support tools and automated workflows.
• Oversee QA, training, and support documentation.
• Track CSAT, SLAs, agent productivity, and automation performance.
• Manage escalations and coordinate with Product/Engineering on recurring issues.
• Oversee chargeback disputes and vendor relationships.

Skills

Leadership

Zendesk administration

AI-enabled support tools

Staffing & capacity planning

Quality assurance

Reporting & analytics

Vendor management

Cross-functional collaboration

Communication

Incident management

Education

Bachelor's degree or related field

Tools

Zendesk configuration

Automation platforms

Job description

The Daily Wire is seeking a Customer Support Leader to oversee operations and deliver a high-quality subscriber experience. You will manage Zendesk, reporting, and AI-enabled tools while driving improvements to reduce issues and align with company priorities.

You will lead agents across channels, manage staffing and capacity, and partner with Product/Engineering on recurring issues and vendor relationships to ensure top-tier support.