Responsibilities:
- Handle and resolve end to end post-sales queries for the advertising products and work on case volumes across email and chat channels
- Own and drive query resolution through collaboration with Product groups to resolve all types of generic, technical or product queries
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey
- Drive adherence to service levels across channels and impact resolution times for end customer
- Manage escalations workflows with internal teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as Voice of Customer for fixes and advocate for efficient resolution
- Develop as a subject matter expert across assigned product area and mentor fellow team members
Requirements:
- BA/BS degree or equivalent practical experien