AdQuick

• Own day-to-day operations of users on the AdQuick product, build out client support systems, tools, and educational content. • Build and maintain operational processes for onboarding/offboarding, access management, incident response, and change management • Manage relationships with vendors and agencies • Partner with engineering and product on technical operations with company priorities • Lead or contribute to cross-functional projects: tool migrations, system integrations, automation initiatives • Develop metrics, dashboards, and reporting to track operational health and identify areas for improvement • Handle escalations and resolve operational issues with urgency and clear communication • Document systems, runbooks, and processes so the team can scale

• 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

• Collaborating with stakeholders to shape and define projects • Breaking projects into small, full-stack deliverables and implementing them end-to-end • Managing and resolving support tickets promptly • Continuously refining tech stack and developer tools for efficiency and scalability

The Customer Support Manager leads the customer support department, ensuring superior service delivery and high customer satisfaction. This role involves managing daily operations, developing effective support strategies, and fostering a productive team environment. The Customer Support Manager is responsible for both the performance of the support team and the continuous improvement of support processes to align with organizational goals. Job responsibilities: 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 update 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 Background: 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 You are: Tech savvy: you are a power-user of the platform and can demonstrate all aspects of the platform to customers Customer obsessed and an expert in the customer experience: you can think ahead of your clients’ wants/ needs and can quickly problem solve Detail-oriented and have a proclivity to think ahead and outside of the box Versatile and able to adapt in a rapidly changing environment Scrappy: you’re able to balance individual work, cross-team collaboration and project management Data-driven and analytical Ambitious and a go-getter Please note that AdQuick is not accepting candidates from third-party recruiters or hiring sites.  All applicants should apply through our careers site for consideration.