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.
- 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.
Base salaries up to $110K.
For more info please contact firstname.lastname@example.org