Business Support Specialist at Snap Inc.
As part of the Business 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 Santa Monica office, 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, chat and voice 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 and bugs and opportunities for Sales training
Handle escalations from our vendor team covering issues such as account troubleshooting, payments, and general inquiries
Maintain established QA scores on responses and adhere to operational KPIs
Bachelor’s degree in Marketing, Communications or related field.
1+ years of B2B support experience
1+ years in digital advertising or troubleshooting
1+ years working in Zendesk, Salesforce or similar CRM
6+ months experience with marketing tracking pixels
Flexibility to work any assigned shift which may include early mornings, late evenings, weekends and holidays
Excellent written and verbal skills with strong interpersonal skills
Solid understanding of ad delivery and performance optimization
Experience working with ad networks, brand, and performance advertisers
Able to work independently while also operating as a collaborative team player
Customer-driven with a passion for supporting Snapchatters and Businesses.
Data/Analytics familiarity with knowledge of Excel
Product expert, know Snapchat’s advertising products inside out.
Meticulous attention to detail, as well as an understanding of mobile advertising delivery processes
Passion for Snapchat, and up for the challenge of building something from the bottom up
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].