Customer Support Manager

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July 2

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AdQuick

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eCommerce • Advertising • Media

AdQuick is a company that revolutionizes the process of planning, buying, and measuring out-of-home (OOH) advertising. It connects advertisers with OOH media owners across the globe, providing a seamless and efficient ad buying experience. AdQuick offers an advanced suite of solutions that include tools for OOH campaign automation, out-of-home demand-side platforms (DSP), and analytics to measure the effectiveness of OOH campaigns. Their platform allows advertisers to access a wide range of outdoor advertising options, from billboards to digital advertising formats, enabling rapid execution and superior measurability of campaigns. AdQuick serves advertisers, advertising agencies, and OOH media specialists by providing them with robust technological solutions that make OOH media buying more accessible and effective.

51 - 200 employees

Founded 2016

🛍️ eCommerce

📱 Media

💰 Series A on 2020-04

📋 Description

• Lead customer support department, ensuring superior service delivery and high customer satisfaction. • Manage daily operations, developing effective support strategies, and fostering a productive team environment. • Responsible for performance of the support team and continuous improvement of support processes. • Platform and account support for AdQuick Suppliers and Agency users as well as platform superusers. • Complete lifecycle for media owner and agency onboarding - setup, prep work, onboarding sessions, maintenance calls. • Office hours support for ad hoc user troubleshooting. • Prioritizing user product asks and relaying to product team in weekly meeting. • Fielding and prioritizing platform bugs/fixes to engineering via our support/ticketing system. • Monthly updates and additional training to agency users on product updates/changes. • Lead on building out user FAQs, onboarding and user support materials. • Rebuild AdQuick certification program for suppliers and agency users. • Oversee the day-to-day operations of the customer support department, ensuring efficient workflow and prompt resolution of customer inquiries. • Respond to and resolve escalated customer support issues, ensuring positive outcomes and customer retention. • Develop, implement, and revise customer support policies and procedures to enhance service quality and consistency. • Set clear team goals, monitor progress, and report on key performance metrics to senior management. • Monitor and analyze support statistics, customer feedback, and trends to identify areas for improvement and implement solutions. • Collaborate with other departments to ensure a seamless customer experience and consistent messaging. • Stay current with industry trends, company products, and best practices to continuously enhance team performance and customer satisfaction.

🎯 Requirements

• 3+ years of B2B/B2C Saas customer support • Experience in OOH, advertising, or marketing disciplines is a plus • High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk, Intercom) • CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel • Strong interpersonal and organizational skills • A bachelor's degree