Head of Customer Support

Job Description

What will you do:

Program Development & Execution:

• Design and implement scalable programs to manage thousands of small publishers effectively, minimizing manual interactions

• Lead the adoption of AI-driven tools, including generative AI, chatbots, and automation workflows, to scale operations and streamline communications with thousands of publishers efficiently

• Develop and execute strategies to grow publisher revenue while delivering excellent service

Operational Excellence:

• Build and manage automated workflows for tasks like publisher communication, performance tracking, and process optimization

• Establish clear KPIs and reporting mechanisms to monitor program success and team performance

• Identify and eliminate inefficiencies in current processes to improve team productivity and scalability

Leadership & Team Management:

• Lead, mentor, and develop a team of four managers to execute the long-tail program effectively

• Foster a collaborative and results-oriented culture, ensuring team alignment with company objectives

• Provide clear guidance on roles, responsibilities, and goals to enhance team accountability and performance

Strategic Innovation:

• Stay ahead of advancements in AI and automation technologies, applying them to improve publisher monetization strategies, enhance scalability, and future-proof the business

• Actively contribute to the company’s product and technology initiatives by representing the needs of smaller publishers in discussions and developments

• Continuously identify new opportunities to enhance program scalability, revenue growth, and publisher satisfaction

• Revenue Management:

• Track and analyze revenue performance metrics (monthly, quarterly, yearly) to ensure growth targets are met

• Develop initiatives to boost publisher revenue, including proactive optimization recommendations and strategic improvements

Requirements

Who you are:

• Proven experience in program management, ideally in a role involving large-scale operations or managing long-tail clients
• Knowledge of automation tools and experience implementing solutions like chatbots, generative AI, or similar technologies to improve efficiency will be a plus
• Operationally excellent with a track record of designing and executing scalable programs
• Solid understanding of publisher monetization and experience driving revenue growth
• Exceptional leadership skills with experience managing and mentoring teams to achieve results
• Data-driven decision-making and the ability to establish and track performance metrics
• Strong communication and collaboration skills to effectively work across teams and represent business needs in discussions

Will be a plus:

• Familiarity with ad monetization and publisher platforms
• Experience with AI-driven tools or technology innovation for process optimization
• Background in managing long-tail or high-volume client portfolios