Customer Service Manager

Customer Support Manager

Are you ready to help customers get clear, timely answers and a dependable support experience? In this fast-paced role, you will guide digital support requests from intake through resolution, helping stations and sales teams get the information they need to keep campaigns moving.

The Customer Support Manager is a part of a team that manages inquiries through the Digital Helpdesk and responds to questions about programmatic delivery, campaign setup, access, products, and performance. The team uses a ticketing system to organize and prioritize work, investigate issues, coordinate with internal teams and vendors, and keep customers informed until each request is resolved.

We value thoughtful communication, accountability, and a strong focus on service quality. If you enjoy solving problems and making support easier for customers, this role offers a meaningful way to contribute to our digital media work.

Customer Support Duties:

• Manage customer inquiries in the Helpdesk ticketing system from intake through resolution, organizing, prioritizing, and tracking each request.
• Respond promptly to customer questions and issues, keep requests moving, and resolve them within agreed-upon time frames and service-level expectations.
• Answer questions about programmatic delivery, campaign setup, product access, and performance in clear language customers can understand.
• Review ticket history, order details, campaign setup, pacing, and available reporting to investigate issues and identify next steps.
• Resolve requests directly when appropriate and coordinate escalations to Ad Operations, Analytics, Technical Account Support, Product, Engineering, or vendors when additional expertise is needed.
• Provide clear status updates, explain next steps, and maintain professional communication with customers and internal partners throughout the resolution process.
• Maintain accurate ticket notes, supporting details, customer communications, and resolution steps so each request has a clear record and can be followed through to closure.
• Become an expert in the ticketing system and use its features to manage, monitor, and resolve customer inquiries effectively.
• Meet or exceed established service-level agreements and other service measures for response, resolution, and ticket quality.

Role Requirements

• Clear written and verbal communication skills, with the ability to explain information in a customer-friendly way.
• Strong reading comprehension, active listening, and problem-solving skills.
• Good organization, attention to detail, and reliable follow-through on open requests.
• Able to prioritize competing requests and work independently and as part of a team in a fast-paced, hybrid environment.
• Able to stay calm, professional, and helpful when responding to customer questions or concerns.
• Commitment to meeting service-level agreements, response and resolution time frames, and quality standards.
• Willing to learn, receive feedback, and adapt to changing products, systems, and priorities.
• Customer service, helpdesk, or digital advertising experience preferred.
• Experience with Jira or another ticketing system is a plus; able to learn ticket workflows and system features in depth.
• Working knowledge of Microsoft Office, including Outlook, Word, and Excel, or similar tools.
• Knowledge of programmatic advertising, digital campaign delivery, or ad operations is a plus.
• Candidates must be available during regular US business hours, including Pacific Standard Time as needed.

Qualifications

• College Degree
• 2+ years job experience ideally in the digital industry

The base salary compensation range for this role is $42,500 to $50,000. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.

EEO AND INCLUSIVITY:

Sinclair is proud to be an equal opportunity employer and a drug free workplace. Employment practices will not be influenced or affected by virtue of an applicant's or employee's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, military or veteran status or any other characteristic protected by law.

About Sinclair:

Sinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 177 television stations in 79 markets affiliated with all major broadcast networks; owns Tennis Channel, the premium destination for tennis enthusiasts; and multicast networks CHARGE, Comet, ROAR and The Nest. Sinclair's AMP Media produces a growing portfolio of digital content and original podcasts. Additional information about Sinclair can be found at

About the Team

The life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open-door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let's talk.

Please note that this position is not eligible for visa sponsorship, including employer sponsorship for an H-1B visa, OPT-STEM employment, etc.

Job Info

• Job Identification 17635
• Job Category General and Administration
• Locations 10706 Beaver Dam Road, Cockeysville, MD, 21030, US (Hybrid)
• Job Schedule Full time