Job Description

Fortune is seeking a Customer Service Manager to oversee the day-to-day operations of their customer support function, handling inquiries, resolving issues, and improving the service experience across various platforms. The role requires collaboration with multiple teams to ensure excellent customer support.

Responsibilities

• Serve as primary contact for customer inquiries
• Manage Zendesk workflows, automations, and reporting
• Monitor response times and resolution quality
• Partner with teams to fix recurring issues
• Maintain and expand Help Center FAQs
• Collaborate on subscription and product initiatives
• Track and share customer feedback insights
• Develop customer service KPIs and dashboards
• Support inquiries related to rankings, conferences, and education lists

Requirements

• 3+ years in customer service or audience support
• Proficiency with Zendesk
• Experience building/scaling support systems
• Strong communication and problem-solving skills
• Empathy and professionalism
• Ability to work cross-functionally
• Data analysis and presentation skills

Benefits

• No benefits