Support Operations Senior Manager

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 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.

• 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.

• 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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