MediaMint - Software Support Manager - CRM & Ticketing System (12-15 yrs)

About the Company :

What to expect at MediaMint?

We love people who define their surroundings and who are constantly looking to learn new things. We value honesty and integrity above all.

We love people who are honest, self-aware and intent on bettering themselves each day. If you love growth professional and personal, then MediaMint is most likely the place for you! What do we do? MediaMint is an AI-powered Revenue Operations services company dedicated to accelerating innovation and revenue growth for platforms and publishers worldwide.

Our mission is to enhance operational efficiency, scalability, customer satisfaction, and data-driven insights through advanced technology, automation, and AI capabilities. We serve industry leaders across AdTech, Consumer, CTV, Publishing, and Retail.

About the Role :

As a Software Support Manager, you will be responsible for overseeing the performance and development of a team of Team Leads and Support Engineers, ensuring a high standard of customer service and operational efficiency.

This role involves strategic planning, process optimization, stakeholder management, and escalations handling to ensure seamless support for enterprise clients.

Responsibilities :

Team Leadership & Development :

- Manage and mentor a team of Team Leads and support specialists.

- Provide coaching, training, and career development opportunities.

- Establish KPIs, conduct performance evaluations, and drive continuous improvement.

Operational Excellence :

- Oversee day-to-day support operations, ensuring SLAs and quality standards are met.

- Implement strategies to improve efficiency, response times, and customer satisfaction.

- Own and refine escalation management processes, ensuring prompt and effective resolutions.

Stakeholder & Cross-Functional Collaboration :

- Act as a key liaison between Support, Product, Engineering, and Customer Success teams.

- Collaborate with leadership to drive initiatives that enhance the customer experience.

- Provide regular reports and insights on support performance, customer pain points, and process improvements.

Technical Expertise & Continuous Improvement :

- Maintain a deep understanding of eCommerce platforms, APIs, and integration methodologies (EDI, REST, XML, etc.)

- Oversee the adoption of support technologies, including CRM and ticketing systems (Salesforce, Zendesk, Jira, etc.

- Drive automation and process optimization to improve response times and reduce manual workload.

Qualifications :

Must-Have :

- 12+ years of experience in technical support, customer success, or related fields, with at least 3-5 years in a managerial role.

- Strong leadership, mentoring, and people management skills.

- Expertise in support operations, KPIs, and performance management.

- Excellent communication (written & verbal), problem-solving, and stakeholder management skills.

- Experience working with APIs (REST, POSTMAN), EDI (EDIFACT, ANSI X12), XML, and flat files.

- Hands-on experience with ticketing and CRM systems like Salesforce, Zendesk, or similar.

- Ability to manage a fast-paced, high-volume environment while ensuring quality support.

- Experience in providing technical support across multiple channels, including email, chat, and voice, ensuring seamless customer assistance and issue resolution.

Nice-to-Have :

- Experience with Commerce Hub or similar eCommerce platforms.

- Working knowledge of HTML, SQL, JavaScript, FTP, and web-related protocols.

- Familiarity with project management tools like Jira.

- Experience in automation or process improvement in support functions.