Responsibilities
- Provide real-time assistance to advertisers via live chat, email, and ticketing systems such as Zendesk and Salesforce
- Handle a large number of intricate customer inquiries related to campaign configuration, ad effectiveness, audience targeting, billing issues, and Pixel implementation
- Serve as a reliable consultant helping advertisers enhance their campaign performance and fully utilize platform capabilities
- Maintain precise and comprehensive records of all support interactions, including troubleshooting actions and resolutions
- Guide and possibly supervise team members to meet service level agreements for response speed, problem resolution, and customer satisfaction
- Explain advanced product functionalities clearly, adapting communication style for users with varying technical expertise
- Lead temporary team projects and make operational judgments while contributing to internal knowledge databases
- Work collaboratively with colleagues and team leads to refine support processes and elevate service standards
- Adapt to rotating shifts to support a worldwide advertiser base across different time zones
Work Arrangement
Remote (Worldwide)
Team
Supervisor role with potential leadership responsibilities for team members
Other
- Rotational shifts are required
- Must be available to work across various time zones
- Emphasis on meeting SLAs for response time, issue resolution, and customer satisfaction
