• Onboarding & Material Development: Design and facilitate comprehensive onboarding programs and modular curricula for customer and technical support agents. Create scenario-based e-learning modules, facilitator guides, and role-play scripts covering ad policies, billing disputes, and compliance.

• Domain & Tools Training: Educate agents on digital advertising fundamentals (auctions, targeting, metrics like CTR/ROAS) and the end-to-end advertiser journey. Conduct hands-on labs for CRM/ticketing platforms (Salesforce, Zendesk) to maximize multi-tasking proficiency, utilize macros, and reduce handle times.

• Billing, Compliance & Soft Skills: Deliver specialized training on billing reconciliation, fraud, and data privacy (GDPR/CCPA). Coach agents on professional communication, empathy, and de-escalation via live simulations.

• QA, Coaching & Reporting: Partner with QA teams to analyze CSAT and error trends. Conduct 1:1 coaching, manage nesting periods, and track training metrics (time-to-proficiency) to drive continuous improvement.

Qualifications

• Education: Bachelor’s degree in Computer Science, Software Engineering, IT, or a related technical field.

• Experience: 2–4 years in backend product support, ad tech engineering, or SaaS/BPO technical integrations.

• Technical Skills: Strong SQL expertise; proficiency with APIs (JSON/XML debugging), webhooks, SDKs, Ads Manager, conversion tracking, and attribution models.