Job Description


Payrate: $ - $
 

Summary:

As part of a global team, candidates may occasionally need to hold meetings outside of the traditional working hours to drive cross-regional collaboration. In such cases, the worker will be able to adjust their schedule to start earlier/later to maintain the standard hours of work daily.

The Premier Partner Experience team is seeking a customer-focused and motivated individual to join as an Operational Support Expert. In this contract role, the successful candidate will have the opportunity to make a meaningful impact by directly supporting partners and creating delightful partner experiences. Operational Support Experts play a key role in minimizing operational issues with our partner programs and related products, ensuring seamless interactions between our partners and our platforms.


Responsibilities:
  • Provide our partners with delightful, high touch and effective support experience, and act as the primary Operations point of contact
  • Respond to inbound partner inquiries about product features, bugs, etc.
  • Troubleshoot complex issues and translate pain points to effectively resolve issues
  • Spot trends in partner issues and communicate feedback to cross-functional teams
  • Operationalize processes to improve partner experience
  • Improve our support workflows around issue resolution and product insights
  • Develop products and issue specialization to improve the quality of support
  • Help build and maintain a central knowledge base
  • Train new employees on current workflows, standard processes, and internal tools


    • Minimum Qualifications:
  • + years of experience in operations, customer support, technical support, or account/partner management
  • Expertise in issue resolution: Skilled in navigating and resolving complex tickets, with a strong track record of delivering timely and effective solutions.
  • Experience using Excel and/or basic data & insights tools
  • Adept at navigating complex and ambiguous situations
  • Excellent written and verbal communication skills
  • Strong attention to detail
  • Proactiveness, adaptability, learning mindset
  • Fluency in English in a business environment


    • Preferred Qualifications:
  • Experience in the media industry, support or operations
  • Experience with APIs

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