Head of Customer Support
Head of Customer Support
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Job Description
Job description
What will you do:
Program Development & :
Design and implement scalable programs to manage thousands of small publishers effectively minimizing manual interactions
Lead the adoption of AIdriven tools including generative AI chatbots and automation workflows to scale operations and streamline communications with thousands of publishers efficiently
Develop and execute strategies to grow publisher revenue while delivering excellent service
Operational Excellence:
Build and manage automated workflows for tasks like publisher communication performance tracking and process optimization
Establish clear KPIs and reporting mechanisms to monitor program success and team performance
Identify and eliminate inefficiencies in current processes to improve team productivity and scalability
Leadership & Team Management:
Lead mentor and develop a team of four managers to execute the longtail program effectively
Foster a collaborative and resultsoriented culture ensuring team alignment with company objectives
Provide clear guidance on roles responsibilities and goals to enhance team accountability and performance
Strategic Innovation:
Stay ahead of advancements in AI and automation technologies applying them to improve publisher monetization strategies enhance scalability and futureproof the business
Actively contribute to the companys product and technology initiatives by representing the needs of smaller publishers in discussions and developments
Continuously identify new opportunities to enhance program scalability revenue growth and publisher satisfaction
Revenue Management:
Track and analyze revenue performance metrics (monthly quarterly yearly) to ensure growth targets are met
Develop initiatives to boost publisher revenue including proactive optimization recommendations and strategic improvements
Job requirements
Who you are:
Proven experience in program management ideally in a role involving largescale operations or managing longtail clients
Strong knowledge of automation tools and experience implementing solutions like chatbots generative AI or similar technologies to improve efficiency
Operationally excellent with a track record of designing and executing scalable programs
Solid understanding of publisher monetization and experience driving revenue growth
Exceptional leadership skills with experience managing and mentoring teams to achieve results
Datadriven decisionmaking and the ability to establish and track performance metrics
Strong communication and collaboration skills to effectively work across teams and represent business needs in discussions
Will be a plus:
Familiarity with ad monetization and publisher platforms
Experience with AIdriven tools or technology innovation for process optimization
Background in managing longtail or highvolume client portfolios
All done!
Your application has been successfully submitted!
Required Experience:
Director
Employment Type
Full-Time
