About the Team

As a member of the Sovrn Commerce team, you will help drive the connection between publishing and commerce. We allow publishers of all shapes and sizes to tap into the entire customer journey, rewarding them for the interest and intent they’ve created. This means more insights, more opportunities—and ultimately more revenue for the publishers that deserve it.

About the job

As the Publisher Support Specialist, you will pay a pivotal role in maintaining an incredible customer experience for our publishers. You will have the opportunity to learn about APIs and JavaScript. If you are a lifelong learner and want to break into the technology sector, this is your chance!

What you will be doing:

• Efficiently field a high volume of inbound support requests with outstanding customer service
• Troubleshoot support requests in a timely fashion
• Escalate issues to the appropriate internal resources
• Track, analyze, and communicate key quantitative metrics and business trends internally and for distribution to partners
• Incorporate customer feedback to improve existing Sovrn Commerce products
• Work with an awesome team

About you

You are an ambitious problem solver who loves helping people. You love to dig into problems but knows when to ask for help. You are the kind of person who loves feels a sense of accomplishment when your email inbox is empty. You understand that every interaction with a customer is a reflection of the company.

The successful candidate will have:

• 0-2 years of experience
• Ability to speak and write clearly and accurately
• Effective self-learning skills
• Multi-tasking capabilities
• Technical background
• Customer service orientation
• A problem-solver, looking for the most simple solution to a problem
• Independent worker but also a team player
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequence
• Team player with the highest level of integrity

Bonus points if you have:

• HTML, CSS knowledge, SQL
• Former support experience

About Sovrn

We spend a great deal of our time online. Whether it’s for information, commerce, or entertainment, each of us has come to depend on what we research, discover, and share. Publishers – those who create and curate content – are what makes the Internet great. Yet these publishers practice their craft largely alone, in siloes – without reference points or insightful understanding about where they sit in the grand scheme of things. To add to the challenge, once a Publisher’s content is in the wild, then the task of building engagement, growing a loyal following and enriching the engagement with that following can sometimes feel like shots in the dark or worse, a black box. Moreover, making money from their craft can be a complex task for any independent publisher who might prioritize generating content first and money second.

Sovrn believes that independent publishers are the Internet's vibrancy. As a partner and advocate to tens of thousands of independent publishers, Sovrn provides tools, technologies and services that help publishers (a) make money; (b) get distribution to grow their audience; and (c) access a massive data commons providing extraordinary insights.

The landscape of content networks, adtech vendors, and the myriad of buy-side / sell-side companies can be a complete maze for any reasonable person to decipher. Sovrn cuts through the noise and simplifies things with a basic, straightforward mission:

Help content creators do more of what they want to do – and less of what they don’t