Roles & Responsibilities

• Overall responsible for the service delivery of real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
• Call center-based customer support in response to a high volume of extremely complex inquiries.
• Oversee the value provided on intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Acting as business’ point of contact and process expert of advertisers through best practices for campaign optimization and platform usage.
• Positions on this level have comprehensive knowledge of how to ensure the business maintains accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
• Helps a team of team leaders to meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
• Might...