Customer Service Manager

Position Overview

Fortune is seeking a Customer Service Manager to oversee the day-to-day operations of our customer support function. This person will handle customer inquiries, resolve issues, and help improve the end-to-end service experience across subscriptions, digital access, newsletters, events, and rankings. They’ll work closely with marketing, product, editorial, and technology teams to ensure our audience receives fast, accurate, and empathetic support.

The ideal candidate has experience with Zendesk, a strong operational mindset, and thrives in a fast-paced, collaborative environment.

Responsibilities

• Serve as the primary point of contact for subscriber and reader inquiries across all channels (email, form submissions, social escalations)
• Own and manage Zendesk, including ticketing workflows, automations, macros, and reporting
• Monitor response times and resolution quality, ensuring SLAs are met and exceeded
• Partner with marketing and engineering teams to identify and fix root causes of recurring issues
• Maintain and expand our Help Center with relevant, up-to-date FAQs
• Collaborate with subscription and product teams to support initiatives such as renewals, cancellations, log-in troubleshooting, and access issues
• Track and share insights from customer feedback to improve user experience and retention
• Develop customer service KPIs and build reporting dashboards to monitor performance
• Support Fortune’s rankings, conferences, and education list-related inquiries as part of a centralized support approach

Requirements

• 3+ years experience in customer service or audience support roles, ideally in media, e-commerce, or SaaS
• Proficiency with Zendesk or similar customer service software (Zendesk certification a plus)
• Experience building or scaling customer support systems, processes, or teams
• Strong communication and problem-solving skills
• Empathy and professionalism when working with customers under pressure
• Ability to work cross-functionally and prioritize multiple projects
• Comfortable analyzing data and presenting insights

Nice to Have

• Experience supporting subscription-based products
• Familiarity with Salesforce or Recurly
• Exposure to content management systems and digital publishing tools

Salary range: $80,000 – $95,000

A few of Fortune’s perks and benefits:

• 20 vacation days and 2 personal days on top of 11 company holidays and an honor-based sick leave policy
• Health, dental, and vision coverage (90% paid for individuals and families), along with flexible spending accounts where Fortune contributes to your HSA
• 401(k) plan
• Generous parental leave
• Dependent care, commuter, and cell phone benefits
• Tuition reimbursement program
• A commitment to an open, inclusive, and diverse work culture

Location: This role will be based in NYC with 5 days/week in the office.