MANAGER, GLOBAL SUPPORT

Manager, Global Support

ROLE OVERVIEW:

The Global Support Manager is responsible for leading technical Tier 1 and Tier
2 Support teams, driving the strategic direction of customer support, and
ensuring the delivery of exceptional service to our clients. This role focuses
on overseeing the operational and strategic aspects of the support department,
managing escalations, and fostering strong relationships with customers to
reinforce organization’s reputation for outstanding support services.

The Global Support Manager is key in developing team capabilities, optimizing
support processes, and aligning support services with the broader business
objectives to enhance customer satisfaction and loyalty. This Manager works as
part of the overall Global Support Leadership team on a variety of projects,
programs, cross-functional meetings/initiatives and other activities as
assigned.

ROLE EXPECTATIONS:

* Oversees a support team, ensuring high-quality service and support across
multiple channels, while managing team performance against key service
* Ensures support team members are equipped with the tools and knowledge
necessary to deliver world class support services.
* Works closely with Product Management E SRE in on-boarding new
capabilities/products into Support.
* Motivates, develops, coaches, and leads team members in adherence with
established
* Responsible for team operations, schedule management, and
* Prepares, monitors, and reports on defined performance
* Evaluates team and individual performance by analyzing data, reviewing cases,
and monitoring customer interactions.
* Leads by example in providing exceptional service, mentoring the team, and
fostering an environment of accountability and excellence.
* Supports improvement initiatives on standardization of process and adoption
of global best practices.
* Involvement in interviewing, hiring, and
* Conducts staff and team member 1:1 meetings and
* Assists in the resolution of escalated situations initiated by clients and
partners
* Monitors outgoing communication to clients on behalf of organization.
* Facilitates and maintains positive relationships with teams, clients and
* Collaborates with other departments to align support services with business
needs and objectives, contributing to overall customer success and product

REQUIRED QUALIFICATIONS:

* 6+ years’ minimum experience in customer support, supervisory, or equivalent
experience.
* Bachelor’s degree in computer science or equivalent
* Active command of the English language Additional languages to support
managing clients local regions may be required.

ADDITIONAL QUALIFICATIONS:

* Experience with internet development technologies and tools (HTML, XML, Web
Services, API, relational data, etc.)
* Excellent communication and interpersonal skills, with the ability to manage
customer relationships and team dynamics effectively.
* Demonstrates a passion for enhancing customer experience, driving
organizational success, and ensuring employee satisfaction.
* Action-oriented with strong time management, organizational, analytical, and
problem-solving
* Skilled in identifying and addressing the root causes of customer issues
* Collaborates effectively across functional teams, on a global
* Demonstrated employee development
* Proven success in building and growing effective teams
* Dependable, motivated, self-starter, with the ability to direct work efforts
independently
* On-call availability as needed

COMPANY SUMMARY

Zeta Global is a data-powered marketing technology company with a heritage of
innovation and industry leadership. Founded in 2007 by entrepreneur David A.
Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company
combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with
Artificial Intelligence to unlock consumer intent, personalize experiences and
help our clients drive business growth.

Our technology runs on the Zeta Marketing Platform, which powers ‘end to end’
marketing programs for some of the world’s leading brands. With expertise
encompassing all digital marketing channels – Email, Display, Social, Search and
Mobile – Zeta orchestrates acquisition and engagement programs that deliver
results that are scalable, repeatable and sustainable.

Zeta Global is an Equal Opportunity/Affirmative Action employer and does not
discriminate on the basis of race, gender, ancestry, color, religion, sex, age,
marital status, sexual orientation, gender identity, national origin, medical
condition, disability, veterans status, or any other basis protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for
employment qualified applicants with arrest and conviction records.

ZETA GLOBAL RECOGNIZED IN ENTERPRISE MARKETING SOFTWARE AND CROSS-CHANNEL
CAMPAIGN MANAGEMENT REPORTS BY INDEPENDENT RESEARCH FIRM

https://www.forbes.com/sites/shelleykohan/2024/06/1G/amazon-partners-with-zeta-global-to-deliver-
[https://protect.checkpoint.com/v2/r01/___https:/www.forbes.com/xnyjxdxmjqqjDptmfsd7579d5*~*d6cdfrfEts-ufwysjwx-Bnym-Ejyf-lqtgfq-yt-ijqnAjw-ljs-fn-rfwpjynsl-fzytrfyntsd___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6MmVkODowMWUwMWE3MGYzMjdhODU1ZGJiMWZiZjE2NmEzNWI4YTU3OGY1NzcxYmIyZTgxOWU0MTI5MDIxOTdkNmU0ZjExOnA6VDpU]
gen-ai-marketing-automation/
[https://protect.checkpoint.com/v2/r01/___https:/www.forbes.com/xnyjxdxmjqqjDptmfsd7579d5*~*d6cdfrfEts-ufwysjwx-Bnym-Ejyf-lqtgfq-yt-ijqnAjw-ljs-fn-rfwpjynsl-fzytrfyntsd___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6MmVkODowMWUwMWE3MGYzMjdhODU1ZGJiMWZiZjE2NmEzNWI4YTU3OGY1NzcxYmIyZTgxOWU0MTI5MDIxOTdkNmU0ZjExOnA6VDpU]

https://www.cnbc.com/video/2024/05/06/zeta-global-ceo-david-steinberg-talks-ai-in-focus-at-milken-
[https://protect.checkpoint.com/v2/r01/___https:/www.cnbc.com/Anijtd7579d5/d5*~*dEjyf-lqtgfq-hjt-ifAni-xyjnsgjwl-yfqpx-fn-ns-kthzx-fy-rnqpjs-htskjwjshj.myrq___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6NGIwOTo0NGMxN2E3MmI3ZmE5NDEwZTMxNmRjYzI2ZDI5NmM0ZjU2Y2Q2YjM5OTVmNzM4NzIxZjg5Y2ZkMmUyZjMwMTZjOnA6VDpU]
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[https://protect.checkpoint.com/v2/r01/___https:/www.cnbc.com/Anijtd7579d5/d5*~*dEjyf-lqtgfq-hjt-ifAni-xyjnsgjwl-yfqpx-fn-ns-kthzx-fy-rnqpjs-htskjwjshj.myrq___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6NGIwOTo0NGMxN2E3MmI3ZmE5NDEwZTMxNmRjYzI2ZDI5NmM0ZjU2Y2Q2YjM5OTVmNzM4NzIxZjg5Y2ZkMmUyZjMwMTZjOnA6VDpU]

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[https://protect.checkpoint.com/v2/r01/___https:/www.businesswire.com/sjBxdmtrjd75795c59*~*77b5bdjsd4jyf-Nshwjfxjx-8VeJ7eb5ecc79-Lznifshj___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6NjAyYTo4Y2NlOTQ4N2EwZTFhYjJkZGNiODJjZmQ1NzBlMWRlMTFjYTk4NTEwNmM3ZjJhMTEwZWQ4ZjRlYzgzYWI3OTQ1OnA6VDpU]Guidance
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[https://protect.checkpoint.com/v2/r01/___https:/www.prnewswire.com/sjBx-wjqjfxjxdEjyf-lqtgfq-tujsx-fn--ifyf-qfgx-ns-xfs-kwfshnxht-fsi-sDh-855c9/8/8.myrq___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6ZGVmNTo0YmY5MTgyMjkzZDAxNmRlZmY2YTU4YjFmZDMwMzZjNmM0YjIyM2Q1NjE4YWNhMmFiZmVmMDE3MzAwMDgyNDA0OnA6VDpU]
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https://www.prnewswire.com/news-releases/zeta-global-recognized-in-enterprise-marketing-software-and-
[https://protect.checkpoint.com/v2/r01/___https:/www.prnewswire.com/sjBx-wjqjfxjxdEjyf-lqtgfq-wjhtlsnEji-ns-jsyjwuwnxj-rfwpjynsl-xtkyBfwj-fsi-hwtxx-hmfssjq-hfrufnls-rfsfljrjsy-wjutwyx-gD-nsijujsijsy-wjxjfwhm-knwr-855c8b796.myrq___.YzJ1OnpldGFnbG9iYWxoZWM6YzpvOmMzZDdiNDVlNGEyYjEwZGExZDA4ZDdmZmI2OGYzY2FkOjc6YmIzMTpiM2I4MjYxN2JjNGFjOGUyYTVhNTY0NmZlOTRmYmQ3OTZlMTEzNzQ3Nzk0MTk3NDczNGFmNmEzNWUwNWJiMjlkOnA6VDpU]cross-channel-campaign-management-reports-by-independent-research-firm-300S38241.html
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