Sales Support Specialist
Ziff Davis
Customer Support Manager
Talent Systems, LLC
full-time
Posted on:
Location: 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Lead and manage the global team of Talent Support Specialists, including recruiting, training, scheduling, coaching, performance evaluation, and enforcing policies and procedures
- Oversee day-to-day operations to ensure timely, high-quality support across all Talent Systems products and channels
- Monitor and analyze KPIs, productivity metrics, and customer experience trends to drive continuous improvement
- Identify and address recurring product or service issues by investigating root causes, escalating as needed, and reporting findings to internal stakeholders
- Collaborate cross-functionally with Product, Marketing, and Engineering to relay customer feedback, pain points, and feature requests
- Ensure adequate support coverage during core business hours
- Coordinate onboarding and cross-training to build team knowledge across all products and services
- Partner with the Global Director of Support to define team goals, support career development, and champion a culture of performance, accountability, and continuous learning
Requirements
- Proven experience managing a customer support team, ideally within a SaaS or cloud-based product environment
- Strong understanding of help desk tools, CRM platforms, and bug tracking systems (e.g., Zendesk, Salesforce, JIRA)
- Industry experience in media, casting, or entertainment technology is a plus
- Exceptional communication, coaching, and problem-solving skills
- Demonstrated ability to lead through ambiguity and coach team members in high-pressure situations
- Skilled in analyzing support data to inform process improvements and team decisions
- Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment
- BA/BS degree preferred
