Support Operations Senior Manager

Job overview

The Support Operations Senior Manager role is onsite in Nashville, TN. Compensation is not specified. The role supports Daily Wire’s subscriber experience through customer support operations. The manager leads support agents and service delivery while administering Zendesk, reporting, automation, and AI-enabled support tools. The position exists to improve agent effectiveness, reduce recurring customer issues, and strengthen subscriber satisfaction in alignment with company priorities.

What you'll do

• Lead, coach, and develop customer support agents, including hiring, onboarding, performance management, and career development
• manage staffing, scheduling, and capacity planning
• administer Zendesk routing, triggers, automations, macros, integrations, and reporting
• optimize AI-enabled support tools and workflows
• oversee quality assurance, training, and support documentation
• track customer satisfaction, service levels, productivity, and automation performance
• manage complex escalations and partner with Product and Engineering on recurring issues and service disruptions
• oversee chargeback disputes and support vendor relationships.

What we're looking for

Skills & competencies

support operations senior manager

full-time

nashville tn

daily wire

customer support

subscriber experience

zendesk administration

ai-enabled support

workforce planning

quality assurance

support operations

customer escalations

chargeback disputes

Work arrangement

• Weekend coverage required

Why this role

Hands-on Zendesk administration and experience building AI-enabled support tools and agentic workflows are required; Zendesk Support administrator certification is preferred.

About the employer

Daily Wire is hiring for this role. Industry: All Other Publishers. Sector: 51.