The role of the Customer Support Agent is to provide customer-focused support. The role is at the junior level and includes but is not limited to onboarding current accounts, providing support, managing relationships, and optimizing campaigns. The Customer Support Agent works closely with cross functional teams to ensure that client expectations are met and campaigns are hitting performance targets.

Candidate should be located in Canada.

Remote, Canada

Full-Time

Operations

Responsibilities

1. Manage inbound communications (email, live chat, and phone) from advertisers and publishers related to onboarding, as well as relationship and campaign management

2. Onboard and set up new accounts

3. Monitor, and optimize ad campaigns to ensure performance targets are being met

4. Understand advertiser and publisher needs and provide timely support to inquiries according to SLAs

5.



Generate reports for clients when needed

6. Communicate with cross-functional teams to relay pertinent information

Qualifications

Bachelor’s Degree in any discipline

Strong verbal/written communication skills

Microsoft Office and Google Suite experience

Previous customer service experience and solid customer service skills

Strong analytical skills

Previous experience working for online advertising company a plus

Proactive, productive, and entrepreneurial attitude

Previous experience working with ad platforms (including Google Adwords or Analytics , Yahoo and The Trade Desk) a plus

Previous experience working with software systems a plus (including CRM tools such as Salesforce, Outreach, and Zendesk) a plus

📌 Customer Support Agent (Canada)
🏢 SourceKnowledge
📍 Canada