Work location/Set up: Onsite/ McKinley

Shift Schedule: TBD

HC: 1

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 supervise work of less experienced professionals providing professional expertise and taking responsibility for the customer outcomes.
•Positions at this level are expected to communicate complex product information clearly and professionally to internal and external stakeholders with varying technical background.
•Manages and oversees the implementation of short-term activities within the business as required.
•Decisions are of an operational nature within a defined scope which includes overseeing the internal knowledge base by accurate documentation of recurring cases and solutions.
•Ability to collaborate with internal and external stakeholders and fellow managers to improve service quality and process efficiency.
•Operate effectively in a rotational shift environment to support on-the-ground teams with global advertisers across multiple time zones.
•Serve as the team’s process and product expert ensuring quick response and resolution times.
•Experience in running teams who are experts on Pixel tracking and setup, events API integration, and SDK implementation for accurate conversion tracking.
•Experience in running teams who are experts on analyzing API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
•A process expert on how to write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports to create business strategies and insights.
•Oversee a group of team leaders who will coordinate with engineering team leaders to identify root causes of API or integration failures, providing detailed logs and error analysis.
•Responsible for the implementation of short-term activities within the team including supporting server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
•Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
•Responsible for overseeing team leads familiar with the use of automation tools like Zapier or custom scripts to support integration workflows when applicable.
•Positions at this level must be able to participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

Qualifications

•Bachelor’s degree in Business, Marketing, Information Technology, Computer Science, Software Engineering, Information Systems, or a related technical field.
•2–4 years of experience in Customer Support or Technical Support, preferably in a Digital Advertising, SaaS, Ad Tech, or BPO environment.
•Experience in backend product support, ad tech engineering support, or technical integrations.
•Hands-on experience using ticketing and live chat platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
•Strong understanding of digital advertising concepts, including CPC, CPM, audience targeting, conversion tracking, attribution models, and marketing analytics.
•Proficiency in SQL for data analysis, reporting, troubleshooting, and debugging.
•Experience working with APIs, server-side event tracking, webhooks, and SDK implementations.
•Ability to read, analyze, and debug API payloads (JSON/XML) and interpret API documentation.
•Experience using Ads Manager or similar digital advertising platforms.
•Strong analytical, problem-solving, and troubleshooting skills.
•Excellent written and verbal communication skills.
•Ability to collaborate effectively with clients, engineering teams, and product teams.