Job Information

Fluent Customer Support Lead (Zendesk) in New York, New York

The Customer Support Lead is responsible for ensuring customer-related requests are answered seamlessly and effectively. This is a “hands-on” position where you’ll be jumping in to answer tickets (where needed) while working closely with our web-product and compliance teams in order to create an exceptional customer fulfillment experience. You’ll be helping to craft the operational process and procedures designed to move our Customer Support Team to the next level.

The ideal candidate for this role has a proven track record and passion for creating, supporting and influencing engaging online/ web-enabled customer experiences. Someone who is motivated to be the driving force behind an amazing customer success team. Ideally, you’ve had solid experience with web-based technology (online media) and technical support/service while working collaboratively with internal stakeholders including our compliance and online/product development team.

What You’ll Do:

  • Manage and mentor a diverse team of support agents

  • Oversee and provide delivery of excellent service online fulfillment to our customers via email

  • Lead the development and improvement of our departmental processes & tools for the Customer Support team

  • Actively participate in collaborative departmental meetings/projects designed to improve our customer experience and product offering

  • Develop innovative ways to improve team performance

  • Manage and monitor performance metrics

  • Make sure day-to-day support runs smoothly and successfully

  • Work cross-functionally with teams from across the company

  • Identify and handle legal, privacy, trust and safety, and highly technical escalations

  • Identify areas of the support apparatus that need improvement, including finding opportunities for efficiency and automation

  • Review QA for your team, and coaching them toward success

  • Track trends in customer inquiries, comments, and complaints, and recommending improvements based on that feedback


  • Minimum of a Bachelor’s degree

  • At least 2-3 years of management experience in technical-support/customer service (web-enabled product experience preferred)

  • Ticket-based direct support experience with consumers

  • Entrepreneurial spirit and flexibility

  • Passion for customer support/experience

  • Strong people skills and a talent for collaborative problem solving

  • Strong written and verbal communication

  • Experience managing people and developing processes

  • Strong aptitude for online technology

  • Admin-level experience with Zendesk preferred (creating macros, workflows & reports)

About Us

Fluent, Inc (NASDAQ: FLNT) is a leader in customer acquisition, leveraging its direct response expertise to drive engagement and power discovery for leading brands. Backed by proprietary data science, Fluent connects data-rich consumers to targeted offers, allowing them to find new opportunities, content, and products that enhance their lives. Established in 2010, and headquartered in New York City, Fluent's team of experts have invested over $1B in media across its digital media portfolio to build a global audience available through 500+ DSPs, DMPs, online publishers, and programmatic platforms. For more information, visit


At Fluent, we like what we do, and we like who we do it with. Our team is a tight-knit crew of go-getters; we love to celebrate our successes! In addition, we offer a fully stocked kitchen, catered breakfast and lunch, and our office manager keeps the calendar stocked with activity-filled events. When we’re not eating, working out, or planning parties, Fluent folks can be found participating in recreational sports leagues, networking with She Runs It, and bonding with across teams during quarterly outings to baseball games, fancy dinners, and pizza-making classes. And we have all the practical benefits, too…

  • Competitive compensation

  • Ample career and professional growth opportunities

  • New Headquarters with an open floor plan to drive collaboration

  • Health, dental, and vision insurance

  • Pre-tax savings plans and transit/parking programs

  • 401K with competitive employer match

  • Volunteer and philanthropic activities throughout the year

  • Educational and social events

  • The amazing opportunity to work for a high-flying performance marketing company!

Salary Range: $75,000 to $85,000 - The base salary range represents the low and high end of the Fluent salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance.

Fluent participates in the E-Verify Program. As a participating employer, Fluent, LLC will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Fluent, LLC follows all federal regulations including those set forth by The Office of Special Counsel for Immigration-Related Unfair Employment Practices (OSC). The OSC enforces the anti-discrimination provision (§ 274B) of the Immigration and Nationality Act (INA), 8 U.S.C. § 1324b.