Customer Support Specialist I at Sovrn
About the Team
The Customer Success team is dedicated to the progression of our publishers through the Sovrn onboarding & product integration journey. We offer technical support, documentation, ad operations, account management, & hands on implementation guidance.
About the Job
As a Customer Support Specialist I, you will be working directly with publishers as well as the sales team to triage internal and external support tickets. You will be responsible for understanding basic account requests as well as technical requests, labeling them accordingly, applying known solutions, or in turn escalating to tier 2 support or higher.
What You’ll Be Doing:
- As an advancement specialist your responsibilities will include but not be limited to
- Customer Support, Product Support, Technical Support communications with publishers of varying degrees of complexity
- Referencing & contributing to our knowledge base
- Working out of multiple & disparate platforms and UIs
- Constant industry learning
- Simple data queries
- Light data analytics
- Develop and document standard operating procedures for new processes
- Product Integrations of varying difficulty
- Escalation to tier 2 support with clear and concise communication
- Long-tail customer success outreach
You are a self starter and able to get the job done without micromanagement. You are comfortable with change and can evolve as you learn. You are adaptive, positive, intuitive and can manage multiple competing priorities. And above all else, you have empathy for the customer.
The successful candidate will have:
- Any computer science background preferred
- Microsoft Excel, Google Sheets proficiency (vlookup, pivot table, etc)
- Google office suite proficiency
- Google Ad Manager experience preferred
- Support specialist or service desk experience
- Customer service background
- Google Ad Manager experience preferred
- Any other computational language knowledge a plus
This position reports to: Manager, Customer Success
Locations: Boulder, Colorado
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of accountability impact, and the ability to thrive in a fluid and collaborative environment. We expect you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for.
Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow, operate their business, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Francisco, New York, and London.
With 10,000 customers deploying one or more products across 30,000 websites, Sovrn reaches 200M consumers across more than 3.5B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.
Sovrn Core Values: Candid, Customer Empathy, Learning, Scrappy, Second Order Thinking
Compensation and Benefits
In accordance with the Colorado Equal Pay for Equal Work Act, the approximate compensation range for this role in Boulder, Colorado is $45,000 to $58,000, including base salary and any related bonuses or commissions. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills and certifications.
Sovrn offers a full slate of benefits from competitive salaries, stock options, medical, dental and vision coverage, short and long term disability, life insurance,11 paid holidays, flexible vacation, commuter benefits, a 401(k) plan and match, and a paid parental leave program.
Equal Opportunity Employer
Sovrn is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.
Sovrn does not accept agency resumes. Please do not forward resumes to our jobs alias or Sovrn employees. Sovrn is not responsible for any fees related to unsolicited resumes.