Senior Customer Success Executive – Ad Automation

As the Customer Support Lead – Ad Automation, you will be responsible for managing and leading the customer support team focused on resolving client issues related to using the Shopalyst Ad Automation platform that integrates with popular media platforms like Meta (Facebook), DV360, Google Ads etc. You will work closely with cross-functional teams, ensuring that customer issues are resolved promptly and that our clients can maximize the effectiveness of their digital advertising campaigns.

You will also have the opportunity to shape and refine customer support processes, deliver exceptional service to clients, and be the voice of the customer within the organization.

Team Leadership & Management

• Lead, mentor, and manage a team of customer support specialists focused on
  Shopalyst Ad Automation platform that integrates with popular media platforms.
• Set clear goals and objectives for the team and ensure consistent performance and
  adherence to service level agreements (SLAs).
• Conduct regular one-on-one meetings, performance reviews, and provide coaching to
  help team members grow in their roles.
• Develop and implement processes to improve team efficiency, collaboration, and
  customer satisfaction.

Customer Support for Digital Ad Platforms

• Provide detailed customer support for clients using Shopalyst Ad Automation platform that integrates with popular media platforms like Meta (Facebook), Google Ads, DV360, and other digital advertising platforms.
• Troubleshoot and resolve issues related to ad campaign setups, targeting, tracking,
  reporting, and optimization.
• Handle complex client escalations and ensure timely and effective resolution of
  technical issues.
• Collaborate with engineering and product teams to address product-related
  challenges and improvements.

Cross-functional Collaboration

• Work closely with the Product, Engineering, and Sales teams to relay customer
  feedback and advocate for client needs.
• Provide product insights and troubleshooting guidelines to both internal teams and
  clients.
• Assist the Sales and Account Management teams by providing product support for
  pre-sales activities and customer onboarding.

Client Training & Education

• Conduct training sessions and create self-service resources (e.g., guides, FAQs) to
  empower clients to use Shopalyst Ad Automation platform.
• Stay up to date with new features, updates, and best practices in Shopalyst Ad
  Automation, Meta, Google Ads, DV360, and other relevant media platforms.

Reporting & Documentation

• Maintain detailed records of customer interactions and technical issues within the
  support ticketing system.
• Provide regular reports and insights on team performance, common customer issues,
  and potential product improvements.
• Monitor ticket queues and ensure that customer queries are handled in a timely
  manner.

Continuous Improvement

• Analyze customer feedback to identify trends and recurring issues to improve the
  overall customer experience.
• Drive initiatives to enhance customer satisfaction and streamline support processes.

At Shopalyst, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.