Position Overview
- Manage advertiser interactions through live chat, email, and ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).
- Support advertisers with ad review outcomes, policy compliance, and appeal submissions, ensuring all cases follow platform guidelines.
- Assist with billing inquiries, invoice clarifications, payment method issues, and refund requests.
- Provide step-by-step guidance on campaign setup, ad creation, and account settings using internal knowledge bases and SOPs.
- Accurately document all customer interactions, resolutions, and follow-ups in the CRM/ticketing system.
- Adhere to defined SLAs for response time, resolution quality, and customer satisfaction.
- Escalate technical or complex cases to Tier 2 when necessary, ensuring clear notes and background context.
- Identify recurring issues and share feedback with leads and quality teams to improve advertiser experience.
- Work in rotational shifts to ...