Confidential
Customer Support Specialist
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About the Role
We are seeking a Customer Support Specialist to manage a high volume of partner relationships while driving operational excellence, optimizing revenue, executing partner onboarding, and delivering ongoing account support across a diverse publisher portfolio.
This is a highly operational, partner-facing role that requires a blend of technical expertise, strong relationship management, and problem-solving skills. The Customer Support Specialist will work autonomously to provide strategic guidance, resolve operational challenges, identify growth opportunities, and help partners maximize performance. Success in this role depends on the ability to balance day-to-day account management with a proactive, data-driven approach to improving partner outcomes and operational efficiency.
Essential Functions
- Manage ongoing support and relationship ownership for a portfolio of long-tail managed service and self service partners.
- Service as a primary point of contact for partner inquiries related to monetization performance, account configuration, reporting, onboarding, and troubleshooting.
- Execute onboarding workflows for new long-tail partners, including implementation coordination, account set up, and ad tag configuration.
- Identify and recommend revenue optimization opportunities based on partner performance trends, engagement metrics, inventory quality, and monetization strategy.
- Investigate and troubleshoot reporting, implementation, and operational issues in collaboration with internal Product, Yield, and Tech Solutions teams.
- Manage inbound support requests through internal ticketing and support systems while maintaining strong responsiveness and communication standards.
- Monitor partner health and performance metrics to proactively identify risks, anomalies, and growth opportunities.
- Collaborate cross functionally with Product, Yield, and Tech Solutions teams to ensure successful partner outcomes.
- Maintain strong working knowledge of our products, monetization strategies, industry trends, and operational processes.
- Assist in documenting workflows, identifying operational improvements, and contributing to process improvement initiatives across the department.
- Support team-wide and company-wide initiatives as needed.
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Qualifications
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- 4+ years of experience in digital advertising, ad tech, publisher monetization, or related industry experience.
- Strong understanding of programmatic advertising ecosystems, including concepts such as RTB, header bidding, ad serving, and publisher monetization strategies.
- Experience working with publisher-side advertising platforms and reporting tools such as Google Ad Manager, Looker, Google Analytics, or similar BI/reporting platforms.
- Advanced proficiency with Google Workspace and Excel.
- Strong analytical mindset with the ability to interpret data and identify performance trends or optimization opportunities.
- Exceptional organizational skills and attention to detail in a fast-paced environment.
- Ability to manage a high volume of accounts, priorities, and operational workflows simultaneously.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills with the ability to communicate effectively with both internal stakeholders and external partners.
- Ability to work independently while collaborating effectively across multiple teams.
- Experience in publisher monetization or ad tech environments strongly preferred.
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