Manager, Support Operations

US (Remote)

About Frequency
Frequency is a software company based in Los Angeles. We build and operate Frequency Studio, a cloud based video platform for the creation, distribution and monetization of virtual linear channels. Studio delivers channels to over 350 million connected TVs via the world’s leading Free Ad Supported TV (FAST) platforms.

Frequency is the fastest growing linear streaming platform in OTT. With hundreds of content providers in our network, Frequency creates innovative software that is defining the future of TV. We empower our customers to create content experiences that inspire, educate, and entertain audiences all over the world.
About The Role

Frequency is seeking a talented, self-motivated Manager, Support Operations to oversee and manage all ongoing aspects of the customer relationship from a technical and operational standpoint, interfacing with various externals teams and participating in the ongoing maintenance of all customer facing products, including data quality consistency, issue resolution, and routine check-ins with other Frequency team members. The Manager, Support Operations will act in a technical customer service role, manage our current offshore support team, and develop a support apparatus as part of our growing operations team.

The Manager, Support operations will take ownership of the Frequency Support experience, scaling it to meet our business needs and ensuring all issues are managed and resolved in a timely manner, keeping aggressive KPIs in mind. This role will also support the technical onboarding of new customers and routinely check-in with other Frequency team members to complete collaborative tasks as needed. The role is a remote position that reports to the Director, Technical Operations.

Primary Responsibilities
  • Manage the operational relationship with customers in a support capacity, including issue troubleshooting and resolution, service requests, feature requests, general inquiries, and providing feedback to ensure all products purchased meet and exceed customer expectations
  • Serve as technical subject matter expert on all aspects of operations and collaborate on defining new SOPs and workflows
  • Create and maintain reasonable project plans and schedules to manage partner expectations (both service and content provider)
  • Track and communicate any new product features and services with customers, proactively identifying opportunities to upsell technical solutions
  • Act as liaison between content providers, service providers, and internal stakeholders for project success
  • Track and report required project deliverables using appropriate tools
  • Escalate and document any technical feature gaps, feed health status, questions, concerns, raise as necessary within the core operations team to identify and implement process improvements
  • Assist in onboarding first-party content creators, third-party content aggregators, and multi-channel network content providers
  • Create and maintain team documentation
  • Assist with product and services training
Basic Qualifications
  • Minimum 3-5 years experience working in a similar role at a technical service provider or platform, ideally a SaaS company, i.e. consulting, system engineering, professional services or other technical field support
  • Experience with managing a customer support portal and team
  • Hands-on knowledge of content-delivery standards such as MRSS, JSON, SFTP, S3, etc.,
  • Hands-on knowledge of streaming protocols such as HLS, Zixi, SRT, RTMP, etc.
  • Hands-on knowledge of Internet technologies, including HTTP/S protocols and use of protocol analyzers
  • Ability to effectively generate project success within diverse and cross-functional groups, managing schedules and priorities
  • Strong problem solving and analytical skills, including qualitative and quantitative
  • Ability to accommodate and adapt to change
Preferred Qualifications
  • Experience with AWS Media Services, including MediaLive, MediaConnect, and MediaTailor
  • Knowledge of PID values, EXT-X-ASSET tags, SCTE-35 ad markers and command types
  • Knowledge and experience of project management techniques and tools
  • Experience with OTT content operations
  • Experience with JIRA
  • Experience with Freshdesk or equivalent
  • Experience with Ad Operations or AdTech/Trafficking, with an understanding of digital ad serving technology such as demand and supply side platforms, ad decisioning, SSAI, and VAST
Required Skills
What We Offer
Frequency provides highly competitive compensation and the best benefits of any company our size. These include medical, dental and vision health insurance, an “unlimited vacation” policy, matching 401(k) plan, and remote working with optional paid co-working space for those who want to get out of the house.

We are a unique company in the fastest growing part of the online video industry. You will get to work with an exceptional team, in an environment that highly values innovation. We want you to do your best work with us and to be part of an inspiring team who are defining the future of TV.
Salary Range:
Frequency is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.