Director of Customer Support

Solving the intricate challenges of companies that sell through complex channels has been our focus for over 30 years. We dig deep to gain unique insights, then build creative solutions that employ innovative technologies to measurably grow our clients’ brands and sales.

Established in 1981, we are a fast-paced, fun advertising agency located in Overland Park, Kansas.

Job Description:

Responsible for overseeing the day-to-day operations of the customer support and technical production teams and ensuring that programs and promotions are implemented and supported in accordance with account goals and client expectations.

Specific Tasks/Responsibilities:

  • Oversee day-to-day activities of account representative and technical production teams and take steps to ensure successful implementation, growth and employee engagement.
  • Provide ongoing training and skill refinement opportunities.
  • Facilitate team operations by sharing information and knowledge to help improve overall work habits and problem-solving skills. Ensure team is knowledgeable about all programs, products and services and clearly understands their role in the delivery and implementation.
  • Coordinate and prepare information and data related to dealer and client needs with respect to ongoing programs and promotions. Coordinate program needs and data updates in support of dealer and client requests. Assist with client reporting needs including program/promotion usage, enrollment, dealer billing and overall participation.
  • Provide feedback and recommendations for dealer and end user contact strategies and surveys.
  • Develop dealer meeting and client presentations as needed.
  • Aid in the completion of implementation schedules based on monthly promotion cycles. This also includes communicating due dates internally and externally as appropriate.
  • Serve as a Conduit resource and content expert to team members, clients and prospective clients.

Special Skills and Qualifications:

  • A bachelor's degree is required, marketing or journalism preferred.
  • A minimum of five years in a customer service or telesales field required.
  • Should also have 2-3 years supervisory experience and solid management skills.
  • Must be detail oriented, have excellent computer, telephone and business writing skills and be proficient in an online environment.

This job description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of those principal job elements essential for making fair pay decisions about the job. The frank Agency is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.    

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