International Commercial Products

Responsibilities

Team Background: The goal of the Monetization Product Operations (MPO) team is to help businesses achieve a seamless experience with advertising solutions by designing and scaling support processes to solve technical issues in the product. The team is a global team with regional centers in multiple locations in Singapore, China, Israel, the UK, and the US, and is expanding to more centers. As a technical product expert in this position, you will be required to complete customer service through technical skills while focusing on the commercial product pillar, and use your expertise to assist businesses in solving product issues. Success in this position requires strong communication and collaboration skills, including but not limited to collaboration with external customers and internal product, engineering, and sales teams. 1. Lead and drive query solutions by working with product and engineering teams to resolve all types of general, technical or product-specific queries 2. Handle and resolve end-to-end post-sales queries for international commercial advertising products, with a primary focus on measurement (signal) and advertising effectiveness 3. Use the ticketing platform of international commercial products to promptly manage customer inquiries and provide timely, professional, friendly and accurate troubleshooting support and suggestions 4. Drive overall customer satisfaction indicators through the case process, ensure service quality, and provide regular updates across touchpoints 5. Drive service levels across channels to achieve best-in-class productivity and influence end-customer resolution time 6. Obtain and maintain a detailed understanding of advertising products, both from a business use case perspective and a technical perspective 7. Work with upstream technical experts to acquire product and troubleshooting knowledge 8. Manage the promotion of junior agents and help them solve any technical customer issues 9. Grow into a key expert in the product field and mentor team members.

Qualifications

1. 4+ years of technical customer support or operations experience, with experience in internal/external customer collaboration at ad tech or SaaS companies preferred 2. Familiar with self-service and auction ad platforms, with experience in solving technical and non-technical audience communication technology issues 3. Perform comprehensive campaign performance analysis and provide actionable optimization suggestions 4. Understand debugging tools such as Google Developer Console, Charles, or various pixel assistants 5. Have practical experience with ticketing software such as JIRA, Freshdesk, Zendesk, etc. 6. Familiar with web development languages such as HTML, JavaScript, and CSS 7. Bachelor degree or above in computer science, with good communication skills in Chinese and English, and interpersonal skills.