Location
ottawa
Job Type
Full-time
Posted
July 04, 2026
Job Description
Shape the future of customer support at Ziff Davis as the Senior Manager, focusing on team performance and strategic growth across innovative email brands. Harness your experience to drive operational excellence.
In this pivotal role, you will lead the Customer Support teams for iContact, Campaigner, and SMTP. Managing Team Leads and implementing the REGO framework, your mission will be to elevate service standards while ensuring effective vendor management. Alongside the Technical Support Lead, you will promote AI solutions to enhance support efficiency.
Key Responsibilities:
• Lead and mentor Support Team Leads for peak performance
• Implement structured coaching sessions for support staff
• Build clear paths for team skill development
• Apply the REGO framework to ensure customer retention
• Automate reporting for operational metrics analysis
Requirements:
• Minimum of 5 years in Customer Support management
In this pivotal role, you will lead the Customer Support teams for iContact, Campaigner, and SMTP. Managing Team Leads and implementing the REGO framework, your mission will be to elevate service standards while ensuring effective vendor management. Alongside the Technical Support Lead, you will promote AI solutions to enhance support efficiency.
Key Responsibilities:
• Lead and mentor Support Team Leads for peak performance
• Implement structured coaching sessions for support staff
• Build clear paths for team skill development
• Apply the REGO framework to ensure customer retention
• Automate reporting for operational metrics analysis
Requirements:
• Minimum of 5 years in Customer Support management
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