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.