{"id":1964886,"url":"https://alion.io/job/dailywire-support-operations-senior-manager","title":"Support Operations Senior Manager","company":{"id":673534,"name":"The Daily Wire","domain":"dailywire.com","url":"https://alion.io/company/dailywire","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nashville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":94000,"max_usd":197000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3402},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-06T14:45:44Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-12T19:09:53Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"The Daily Wire is looking for a customer support leader to oversee support operations and deliver a high-quality subscriber experience. In this role, you’ll lead team performance and service delivery while directly managing Zendesk, reporting, automation, and AI-enabled support tools. You’ll drive improvements that help agents work more effectively, reduce recurring customer issues, and strengthen subscriber satisfaction while keeping support operations aligned with company priorities\nPrimary Responsibilities\nLead, coach, and develop customer support agents, overseeing hiring, onboarding, performance management, and career development in partnership with leadership and HR.\nManage staffing, scheduling, and capacity planning to meet service standards across support channels, including during launches, incidents, and periods of increased demand.\nDirectly administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting, while improving workflows and troubleshooting operational issues.\nBuild, maintain, and optimize AI-enabled support tools and automated workflows to improve response accuracy, resolution efficiency, and appropriate escalation to agents.\nOversee quality assurance, agent training, and support documentation, maintaining accurate internal resources and customer-facing knowledge base content.\nTrack and report on customer satisfaction, service levels, agent productivity, and automation performance, using insights to address root causes and drive continuous improvement.\nManage complex customer escalations and partner with Product and Engineering to resolve recurring issues, coordinate service disruption communications, and improve the subscriber experience.\nOversee chargeback disputes and support vendor relationships, ensuring timely, accurate submissions and evaluating vendor performance, tool utilization, and costs.\nExperience and Requirements\n5-7 years of experience in customer support or support operations, including team leadership in a high-volume consumer subscription or eCommerce environment.\nBackground in customer support, support operations, business operations, or a related field preferred.\nDeep, hands-on experience administering Zendesk, including configuration, triggers, automations, integrations, and custom reporting; Zendesk Support administrator certification preferred.\nExperience building and maintaining AI-enabled support tools and agentic workflows with measurable results in automated resolution and customer satisfaction.\nStrong working knowledge of workforce planning, quality assurance, and support performance metrics.\nProven ability to lead, coach, and develop agents while managing support systems and daily operations.\nStrong reporting and analytical skills, with the ability to identify contact trends and translate findings into operational improvements.\nExcellent written and verbal communication skills, including technical issue documentation and customer communications.\nAbility to collaborate across departments and maintain productive relationships with internal teams and vendors.\nSound judgment and discretion when handling confidential customer and company information.\nAbility to prioritize competing demands and implement solutions in a fast-paced environment with limited resources.\nFamiliarity with chargeback dispute processes and filing requirements preferred.","description_format":"text","description_chars":3383,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight"],"lifecycle":[{"event":"open","at":"2026-10-06T17:00:47Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":26,"reasons":["conf:3","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/dailywire-support-operations-senior-manager","json_url":"https://alion.io/job/dailywire-support-operations-senior-manager.json","meta":{"generated_at":"2026-10-12T19:26:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31553,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673534},"rest":"https://alion.io/mcp/rest/get_company?id=673534"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdailywire-support-operations-senior-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdailywire-support-operations-senior-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdailywire-support-operations-senior-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dailywire-support-operations-senior-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdailywire-support-operations-senior-manager"}]}