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Customer Support Lead - Adtech Startup - NYC

  • Location

    New York

  • Sector:

    Technology Sales

  • Job type:

    Permanent

  • Salary:

    $110K

  • Contact:

    Theodore Rayden

  • Contact email:

    theodore@intelletec.com

  • Startdate:

    ASAP

  • Consultant:

    Theodore Rayden

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