My client has an end-to-end advanced advertising solution for digital video that leverages cryptography, blockchain, and AI to deliver evidence-based business outcomes. Their next- generation advertising suite provides precision targeting, audience verification, as well as the first OTT-first device graph and cross-device attribution, while addressing the biggest threats to the advertising industry. Due to continued growth they are hiring a Customer Support Lead.

As a Customer Support Lead you will:

Own, design and build out the Support team within Client Success.
Administer and configure Zendesk to manage our client and partner support queue, as well as define and manage SLAs.
Answer client support tickets, accelerate response times and help scale the entire support organization through measurement & automation.
Consult with clients and partners on a variety of ad-tech related issues from standard delivery, reporting and troubleshooting to more complex, technical solves.
Identify commonly asked questions for FAQs, best practices & documentation.
Steward technical solves that require product or engineering through to completion.
Represent and advocate for Support in Product prioritization meetings.
Leverage insights from support to design & develop training curricula.
Create framework for measuring and reporting client and partner support usage.
Identify solutions that can be solved via internal tooling vs full productization.

Skills:

BA/BS from top-tier university
3+ years in a client-facing role
Experience using and administering a help desk ticketing & resolution system such as Zendesk, Salesforce. Zendesk experience strongly preferred.
Experience managing, troubleshooting and optimizing campaigns in DSPs, Social Platforms, SEM Bid Managers or 3rd-Party Ad Servers. Video experience strongly preferred.
Technical acumen to troubleshoot ad requests, ad responses, VAST and VPAID creatives.
Great communication skills – listening, spoken and written.
Ability to work independently while collaborating across multiple teams when necessary.
Penchant for problem solving.
Passion for fostering client success by providing positive, well organized responses.

Compensation:

Base salaries up to $110K.

For more info please contact theodore@intelletec.com

Customer Support Lead - Adtech Startup - NYC