Manager, skai 24x7 Support

Job Description

Description

Ready to take your career to the next level?

Skai (formally Kenshoo) is looking for the best and the brightest to join our rapidly growing team. We're proud of our industry-leading digital marketing software, but we're even prouder of the people behind it. That's where you come in!

The Manager, skai 24x7 is responsible for overseeing a team of skai 24x7 Client Solutions Specialists in Skai’s CS organization. This role, as well as the team members, will be engaged in providing assistance to customers on issue identification and resolution. As a Manager, this position is responsible for acting as one of the main escalation points for tickets within their region while providing support, guidance and completing managerial responsibilities for skai 24x7 team members.

Key Accountabilities/ Measures of Success:

• Manage and lead the skai 24x7 team in your region, including:
• Helping team members develop their skills and familiarity with Skai
• Training team members in group and 1x1 settings
• Completing meaningful performance reviews
• Maintaining a positive and healthy work environment
• Address escalated and urgent tickets according to defined processes
• Ensure team members properly log tickets and timecards
• Monitor and optimize team performance against defined KPIs
• Identify and scope process and performance improvements for the skai 24x7 team
• Collaborate with the Director, skai 24x7 and other Managers to meet quarterly goals
• Attentively respond to support tickets opened by clients and team members
• Complete assigned tickets in accordance with defined processes and SLAs
• Support the overall CS organization as needed

Requirements

• Min 5 years of experience working in the online advertising or ad tech industry and demonstrated strong leadership skills
• 1-2 years of people management experience or equivalent experience is a strong plus
• Passion, dedication, and desire to be the best
• Strong communication skills
• Self motivated and able to work on own initiative in a fast-paced environment
• Ability to work standard business hours. Flexibility to work ‘off-hours’ including weekends or holidays where needed and attending early morning/late night global calls
• College Degree, Bachelor Degree or higher
• Ability to lead and inspire team members
• Expertise in Search, Social, E-Comm Marketing and other digital channels
• Experience in the online advertising and ad tech landscapes
• (Desired) Working knowledge with Javascript, MySQL, HTML, and Application Servers.
• (Desired) Familiarity with logs and log readers (such as Logz.io)

Equal Opportunity Employer

Skai is an Equal Opportunity Employer. At Skai, we believe ensuring a diverse, equitable, and inclusive workplace is not just an ideal to strive for; it is right, necessary, and our responsibility as humans. Our full DE&I commitment and global framework can be viewed on our company website and are aligned to our core values . We strongly encourage and seek applications from women, people of color, and bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, medical condition including acquired immune deficiency syndrome (AIDS) and AIDS-related conditions, or any other protected status. Also pursuant to the San Francisco Fair Chance Ordinance, we encourage and will consider for employment qualified applicants with arrest and conviction records.

Applicants with Disabilities

Reasonable accommodation will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of special needs at the time of application.

Skai is an E-Verify employer.