Customer Care Operations Lead (Zendesk)

The Customer Care Operations Lead is responsible for ensuring customer requests are answered seamlessly and effectively by our customer care & fulfillment teams. This is a “hands-on” position where you’ll be jumping in to analyze customer requests, identify risk areas and implement mitigation plans to make sure we continue creating an exceptional experience. You’ll be part of a team helping to craft the operational processes and procedures designed to move our Customer Care team to the next level.

The ideal candidate for this role has a proven track record and passion for creating, supporting and influencing engaging customer experiences. Additionally, you have solid experience with web-based technology, technical support/service vendors and a proven track record of working collaboratively with internal stakeholders.

What You’ll Do:

• Agent Guidance & Empowerment. You’ll be one of the key team members to provide training, support and guidance to our team of BPO agents
• Risk Analysis & Mitigation. Analyze and review potential risk areas within customer support & fulfillment, develop mitigation plans and implement improvements to processes, procedures and workflows
• Optimizing Workflows. You’ll update and create workflows, automation, triggers, reports, and macros in Zendesk and other support platforms and vendors
• Documentation. Assist in developing and maintaining standard operating procedures for common support situations to streamline operations 

Requirements

• 5+ years of customer service experience in an email communication capacity.
• Proven experience leading a team of agents, managing escalations and in-depth problem-solving skills
• A minimum of 2+ years of administrative Zendesk experience. In-depth knowledge of Zendesk configuration, customization, automation, and administration 
• A background in managing projects and the ability to think outside the box to solve challenges.
• A high level of proficiency in Excel 
• The ability to handle multiple projects at a time while paying attention to detail
• Passion to be results-oriented and process-driven with strong motivation for individual and organizational success
• Excellent interpersonal and communication skills
• High professional standards
• Skillful, strategic, and empathetic approach

About Us

Fluent, Inc (NASDAQ: FLNT) is a leader in customer acquisition, leveraging its direct response expertise to drive engagement and power discovery for leading brands. Backed by proprietary data science, Fluent connects data-rich consumers to targeted offers, allowing them to find new opportunities, content, and products that enhance their lives. Established in 2010, and headquartered in New York City, Fluent's team of experts have invested over $1B in media across its digital media portfolio to build a global audience available through 500+ DSPs, DMPs, online publishers, and programmatic platforms. For more information, visit https://fluentco.com/

Benefits

At Fluent, we like what we do, and we like who we do it with. Our team is a tight-knit crew of go-getters; we love to celebrate our successes! In addition, we offer a fully stocked kitchen, catered breakfast and lunch, and our office manager keeps the calendar stocked with activity-filled events. When we’re not eating, working out, or planning parties, Fluent folks can be found participating in recreational sports leagues, networking with She Runs It, and bonding with across teams during quarterly outings to baseball games, fancy dinners, and pizza-making classes. And we have all the practical benefits, too…

• Competitive compensation
• Ample career and professional growth opportunities
• New Headquarters with an open floor plan to drive collaboration
• Health, dental, and vision insurance
• Pre-tax savings plans and transit/parking programs
• 401K with competitive employer match
• Volunteer and philanthropic activities throughout the year
• Educational and social events
• The amazing opportunity to work for a high-flying performance marketing company!

Salary Range: $70,000 to $80,000 - The base salary range represents the low and high end of the Fluent salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance.

Candidates may be at risk of targeting by malicious actors seeking personal information. Fluent recruiters will only reach out via LinkedIn or email with an @fluentco.com domain. Any outreach by Fluent via other sources (e.g. text, other domains etc) should be ignored.

Fluent participates in the E-Verify Program. As a participating employer, Fluent, LLC 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. Fluent, LLC follows all federal regulations including those set forth by The Office of Special Counsel for Immigration-Related Unfair Employment Practices (OSC). The OSC enforces the anti-discrimination provision (§ 274B) of the Immigration and Nationality Act (INA), 8 U.S.C. § 1324b.

Fluent, Inc (NASDAQ: FLNT) is a leader in customer acquisition, leveraging its direct response expertise to drive engagement and power discovery for leading brands. Backed by proprietary data science, Fluent connects data-rich consumers to targeted offers, allowing them to find new opportunities, content, and products that enhance their lives. Established in 2010, and headquartered in New York City, Fluent's team of experts have invested over $1B in media across its digital media portfolio to build a global audience available through 500+ DSPs, DMPs, online publishers, and programmatic platforms. For more information, visit www.fluentco.com.

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