Customer Service Manager

Sinclair Broadcast Group • Hunt Valley, MD • 3h ago

Are you ready to help customers get clear, timely answers and a dependable supportexperience? 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 organizeand 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 forresponse, 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 www.sbgi.net .

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.

Similar Jobs

Engineering Business Operations Manager 2

Northrop Grumman • Linthicum Heights, MD • 4h ago

Management & Administrative

RELOCATION ASSISTANCE: Relocation assistance may be available CLEARANCE REQUIRED FOR START: No CLEARANCE TYPE: Secret TRAVEL: Yes, 10% of the Time Description At Northrop Grumman, our employees have incredible opportunit...

4h ago

Go to Apply

Route Sales Manager

ARAMARK • Jessup, MD • 5h ago

Management & Administrative

Job Description The Route Sales Manager is responsible for the supervision, support, and growth of a team of Route Drivers and Route Sales representatives. Must be able to communicate daily with clientele as well as uppe...

5h ago

Go to Apply

(SkillBridge) Business Development Manager 3 (Top Secret clearance)

Northrop Grumman • Linthicum Heights, MD • 7h ago

Management & Administrative

RELOCATION ASSISTANCE: No relocation assistance available CLEARANCE REQUIRED FOR START: Yes CLEARANCE TYPE: Top Secret TRAVEL: No Description At Northrop Grumman, our employees have incredible opportunities to work on re...

7h ago

Go to Apply

Account Manager- Energy Efficiency

ICF • Columbia, MD • 7h ago

Management & Administrative

Description Position: Account Manager- Energy Efficiency Location: Columbia, Maryland or within the Prince Georges County area (Remote - Home Office with Local Travel) Are you ready to make a difference? ICF is seeking a...

7h ago

Go to Apply

School Account Manager II

Renaissance • Baltimore, MD • 7h ago

Management & Administrative

About Renaissance When you join Renaissance®, you join a global leader in pre-K-12 education technology! Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allow...

7h ago

Go to Apply

Manager Mechanical Engineering 2

Northrop Grumman • Sykesville, MD • 8h ago

Management & Administrative

RELOCATION ASSISTANCE: Relocation assistance may be available CLEARANCE REQUIRED FOR START: Yes CLEARANCE TYPE: Secret TRAVEL: Yes, 10% of the Time Description At Northrop Grumman, our employees have incredible opportuni...

8h ago

Go to Apply

Sales Manager-Group (Major Markets)

Hyatt • Baltimore, MD • 8h ago

Management & Administrative

Description: Our commitment to care begins with you, our colleagues because you are the heart of Hyatt. We create an inclusive environment that prioritizes your well-being, fosters growth, and helps you thrive both perso...

8h ago

Go to Apply

customer service

Family Dollar • Essex, MD • 10h ago

Management & Administrative

We're seeking a Customer Service Associate to join our team and deliver a great shopping experience for every customer. Duties include, but are not limited to, the following: Assist customers with questions and recommend...

10h ago

Go to Apply

OPERATIONS MANAGER (EVS) - Rosedale, MD

Compass Group, North America • Rosedale, MD • 1d ago

Management & Administrative

Crothall Healthcare Salary: $53,500-$55,000 Other Forms of Compensation: Pay Grade: 10 Crothall Healthcare , a Compass Healthcare company, provides specialized, high-quality, innovative, and responsive support services e...

1d ago

Go to Apply

Customer Service Associate

Walgreens • Elkridge, MD • 1d ago

Management & Administrative

Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Customer Experience Enga...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)