Description

You will manage multi-channel customer interactions and optimize ad delivery workflows.

Responsibilities

• Audit multi-channel customer interactions via chat and case comments against defined SOPs and quality frameworks.
• Document feedback in support quality tools, score results post-calibration, and perform root cause analysis for escalations and DSATs.
• Conduct training sessions to cascade best practices and learnings from escalations to improve customer experience.
• Identify performance trends and gaps to develop improvement plans and projects for assigned agents.
• Calibrate findings with delivery teams within agreed SLAs.

Required Skills

• 3+ years of experience in relevant roles.
• Hands-on experience with AdManager, Ads Optimization, Creative Trafficking, and Ad Tag Manager.
• Experience integrating advertising programs with websites.
• Technical proficiency in HTML, CSS, and JS.
• Experience with Programmable Guaranteed deals and header bidding.
• Experience with ad serving platforms such as DFA, Sizmek, Ad Tech, Adobe, Zedo, or Omniture.
• Strong analytical skills and proficiency in English writing and speaking.
• Background in tech-support or tools/applications development.
• Knowledge of Digital Marketing and Campaign Management.

Preferred Skills

• Previous experience in tech-support or tools/applications development domains.

Key Skills

Education

Any Gradute