Business Support Specialist
We're looking for a Business Support Specialist to join Snap Inc! Working closely in the Customer Operations team, you will be responsible for various aspects of supporting Snap’s ad platform, fielding contacts from advertisers and agencies. Issues include onboarding, payment troubleshooting, campaign optimization, tracking pixel reporting and third party measurement. Working from our Los Angeles, CA headquarters, you’ll collaborate with our Sales teams and other key stakeholders to field internal queries that also include troubleshooting delivery and reporting, supporting new features and product offerings, as well as payment issues.
What you’ll do:
Provide excellent email and chat support to advertisers, agencies and Snap Sales teams on Snap’s self-serve ad product suite
Be an expert on Snap’s ad platform; use data to troubleshoot delivery, reporting, ad performance, Snap Pixel implementation and handle campaign optimization queries
Identify and escalate trends, bugs and opportunities for Sales training
Handle escalations from our vendor team covering issues such as account troubleshooting, payments, and general inquiries
Subject matter expert in key areas; identify training opportunities; and assist with building team knowledge base
Maintain and exceed established QA scores on responses and lead in operational KPIs
Minimum qualifications:
Bachelor’s degree in Marketing, Communications or related field
2+ years in digital advertising
2+ years of B2B support experience
Flexibility to work shifts to ensure coverage for our customers and escalations
Preferred qualifications:
Excellent written and verbal skills with strong interpersonal skills
Solid understanding of programmatic ad buying, auction marketplace dynamics, tracking pixels, and third-party measurement tools
Experience working with ad networks, brand, performance advertisers and Sales
Able to work independently while also operating as a collaborative team player
Customer-driven with a passion for supporting Snapchatters and Businesses
Data-driven with knowledge of Excel
Demonstrable track record of preparing and leading trainings
Product expert, know Snapchat’s advertising products inside out