Customer Support Specialist

🕒 May 20

🗽 New York – Remote

🗽 New York – Remote

💵 $80k - $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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AdQuick

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🛍️ eCommerce

📱 Media

💰 Series A on 2020-04

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.

📋 Description

• Respond to customer tickets across email, chat, and in-app messaging — quickly, clearly, and with empathy • Troubleshoot platform issues by investigating logs, reproducing bugs, and walking users through fixes • Escalate complex technical issues to engineering with clear, well-documented context • Own customer issues end-to-end — from first response to resolution and follow-up • Build and maintain help center articles, FAQs, and internal documentation • Identify trends in support volume and partner with product and engineering to prevent recurring issues • Help onboard new users and answer questions about features, integrations, and best practices • Contribute to improving support workflows, macros, and tooling as we scale

🎯 Requirements

• 1-3 years in a customer-facing support role, ideally at a SaaS or tech company • Strong written communication — you can explain technical concepts clearly to non-technical users • A genuine problem-solver mindset; you enjoy digging into the 'why,' not just patching the 'what' • Comfortable with high ticket volume and able to prioritize ruthlessly • Tech-savvy — quick to learn new tools and platforms • Experience with a help desk tool (Zendesk, Intercom, Front, HubSpot, or similar) • Patience and empathy, even with frustrated users on tough days • Nice to have: Experience supporting a B2B SaaS product • Familiarity with basic technical concepts: APIs, integrations, browser dev tools, SQL queries • Background in technical writing or knowledge base management • Experience working cross-functionally with product and engineering teams