Support Manager - (Remote - Us)

Description

Mediavine is seeking an experienced Support Manager to join our growing Support & Customer Success department.

About Mediavine

Mediavine is a fast-growing advertising management company representing over 10,000 websites in the food, lifestyle, DIY, and entertainment space. Founded by content creators, for content creators, Mediavine is a Top 20 Comscore property, exclusively reaching over 125 million monthly unique visitors. With best-in-class technology and a commitment to traffic quality and brand safety, we ensure optimal performance for our creators.

Mission & Culture

We help content creators build sustainable businesses. From educational tools and cutting-edge plugins to ad technology that maximizes earnings without slowing down your site, our motivation is ensuring your brand and business grow in every respect.

We are striving to build an inclusive and diverse team of highly talented individuals that reflects the industries we serve and the world we live in. We are committed to creating a culture where everyone feels welcomed. We are looking for individuals that will challenge us to continuously evolve and make Mediavine the employer of choice for people of all backgrounds. We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this position.

Diversity and inclusion aren't platitudes to us; we take them seriously. Have a look at our team and read through our blog posts to learn more about our values and to discover if Mediavine is the place for you!

Position Title & Overview:

The Support Manager is responsible for building, growing, and motivating Mediavine’s support team. The ideal candidate has a strong passion for customer support, previous experience leading a team and comes from a strong background in managing teams that support multiple customer segments. The Support Manager will identify opportunities for continuous improvement including evolving processes, reporting, and engagement delivery to scale across all support engagements. This role will report to the Director of Support.

Essential Responsibilities:

• Provide exceptional strategic support in driving success to our clients
• Required travel on an as needed basis, for our annual All Hands Retreat, Team Retreat/Meetings and/or industry events/conferences (approx. 15%)
• Understand how to present numbers to retain clients
• Tailor specific messaging for each client based on their needs and company rapport
• Oversee Mediavine’s Support team productivity, building an inclusive work environment, ensuring team members thrive and organizational outcomes are met
• Acquire new clients while continuing to manage existing clients
• Proactively share new features, contacting each client that may be interested
• Provide assistance for retention and termination emails
• Anticipate client needs by offering solutions and advice
• Provide “white glove service”, while facilitating all technical support and coordinating publisher’s interactions with other departments/teams
• Develop and track KPIs measuring quality and efficiency of support delivery; accountable for supporting performance metrics, reporting, and execution against teams goals and objectives
• Embody a professional level of compassion and empathy not only for the team but for our clients
• Monitor alerts and track performance after updates are made
• Collaborate closely with internal teams across the organization to share knowledge and ensure ongoing successful delivery of our platform/services to all our clients
• Understand the client’s goals/skill level, making recommendations accordingly
• Maintain an in depth knowledge of all Mediavine’s services, features and products while staying up to date with new feature development
• Answer frequent emails via Intercom
• Understand challenges and find adaptable solutions, with consideration for direct reports as well as Mediavine
• Ensure availability to clients via email, phone or video chat

Requirements

Location:

• Must currently live in the United States

You Have:

• Ability to understand and demonstrate best practices in a remote working environment such as acknowledgment, responsiveness and follow up
• Ability to interface with fellow managers, training managers and employees in an open and receptive way
• Values regarding diversity and inclusion; leading by example and contributing to an environment where everyone feels like they belong
• Strong organizational and time management skills
• Ability to handle sensitive and confidential information with discretion
• 6+ years of experience in customer support/client facing role
• Proven success in coaching/mentoring and creating achievable goals and career paths, ability to remove roadblocks/barriers to ensure the success of employees
• 1+ years of experience managing a support team, preferred
• Comfortability with gray areas or uncertainty with the ability to adapt as needed
• Ability to think strategically and see the big picture
• Ability to collaborate and compromise with team members
• Ability to lead by example as it relates to dependability; understanding the value of being present as well as planning to take the time needed to refresh
• Ability to work well under pressure; at times managing competing priorities
• Comfortability wearing many hats while seeking out knowledge for gaps or inefficiencies for self improvement
• Ability to offer a fresh perspective and innovative solutions for a growing team and company
• Ability to consistently demonstrate skills such as active listening, empathy and patience with a positive attitude
• Excellent written and verbal communication skills
• Ability to travel up to approximately 15%

Benefits

• Remote work environment
• Generous Vacation/Time off policies
• Learning allowance
• Comprehensive benefits including 401k, Health, Dental, and Vision insurance
• Additional side benefits such as home-office upgrades, tuition reimbursement, paid gym memberships and wellness retreats, upgraded flights, cool swag and more
• Travel opportunities (remember those!?)
• Company match charitable donations

Mediavine is an Equal Opportunity Employer