Customer Support Manager

AdQuick is looking for a Customer Support Manager who thrives in a fast-moving, software startup environment and enjoys building systems, solving problems, and improving internal operations. This role focuses on support operations, helping the team deliver excellent service by strengthening processes, documentation, tools, and cross-functional collaboration.

What You’ll Do:

• Lead the day-to-day internal operations of the support function, ensuring efficient ticket handling, clear prioritization, and smooth handoffs across teams.
• Partner with Product, Engineering, and Operations to triage, prioritize, and track platform issues, bugs, and feature requests through our support/ticketing systems.
• Develop, refine, and maintain operational processes, internal documentation, templates, and training materials that help the team work efficiently.
• Manage support analytics and performance dashboards to identify trends, workflow inefficiencies, and opportunities for automation.
• Rebuild and manage the AdQuick Certification Program and internal knowledge base, ensuring materials stay accurate and aligned with current platform functionality.
• Coordinate internal updates and trainings for staff when there are platform changes, product releases, or new support best practices.
• Collaborate cross-functionally to ensure alignment between support, product development, and customer success initiatives.
• Drive continuous improvement by analyzing metrics, implementing tools, and optimizing internal communication channels.

What We’re Looking For:

• 3+ years of experience in a SaaS operations or support management role (startup or high-growth software environment preferred).
• Strong ability to work independently and adapt quickly in a fast-paced environment with shifting priorities.
• Expertise with tech tools such as Zendesk, Intercom, Salesforce, Asana, Slack, Quip, and Excel (or similar).
• Experienced in building process documentation, support workflows, reporting dashboards, and internal enablement materials.
• Strong organizational and analytical abilities with an eye for operational detail and scalability.
• Collaborative and proactive communicator who thrives at connecting internal teams and translating needs into action.
• Experience or understanding of OOH advertising, media, or marketing is a plus.
• Bachelor’s degree or equivalent professional experience.

You are:

• Tech savvy: a power-user of the platform and can demonstrate all aspects of the platform to customers
• Customer obsessed and an expert in the customer experience: you can think ahead of your clients’ wants/ needs and can quickly problem solve
• Detail-oriented and have a proclivity to think ahead and outside of the box
• Versatile and able to adapt in a rapidly changing environment
• Scrappy: able to balance individual work, cross-team collaboration and project management
• Data-driven and analytical
• Ambitious and a go-getter

Please note that AdQuick is not accepting candidates from third-party recruiters or hiring sites. All applicants should apply through our careers site for consideration.