Role Description Clinch seeks a proactive and detail-oriented Client Experience Support Specialist to join our team. In this role, you will play a crucial part in our operations, working closely with Client Experience Managers to support client accounts behind the scenes. This role will be vital in ensuring internal readiness, smooth campaign execution, and platform optimization. This position is ideal for someone with a strong operational mindset and a passion for providing high-quality support, with a limited direct client-facing component. You will assist with campaign setup, platform configuration, asset management, internal coordination, and ongoing account health monitoring. Your work will help the Client Experience Manager and broader team deliver seamless service and maximize the impact of the Clinch platform for our clients. - Assist Client Experience Managers in executing client campaigns, including setup, tracking, and optimization tasks. - Support the translation of client objectives into actionable configurations within the Clinch platform. - Monitor campaign progress and performance metrics, flagging issues or opportunities to the account lead for further action. - Prepare and organize campaign materials such as data feeds, creative assets, reports, and documentation. - Maintain a working knowledge of the Clinch platform to provide internal guidance and troubleshoot issues. - Collaborate cross-functionally with product, operations, and creative teams to support client needs and internal deliverables. - Help manage project timelines and task tracking to ensure campaigns launch smoothly and on time. - Document processes, workflows, and learnings to support team knowledge and future scalability. - Assist in preparing internal status updates, performance summaries, and training resources. - Contribute to a client success-focused culture by supporting continuous learning and improvement across accounts. Qualifications - 1–2 years of experience in digital advertising, ad-tech, ad-ops, media operations, or a related support role. - Familiarity with ad serving platforms, DCO technology, or campaign execution workflows is a strong plus. - Strong organizational and project management skills, with attention to detail and accuracy. - Comfort working in a fast-paced environment with shifting priorities. - Proficient in using technical platforms or software tools and willing to learn new systems. - Strong written and verbal communication skills for effective internal coordination. - A collaborative, problem-solving mindset with a proactive attitude. - Passion for delivering quality work that supports excellent client outcomes—even if you’re behind the scenes. Requirements - Bonus Experience (Preferred but Not Required): - Experience working with the Clinch platform or similar dynamic creative optimization (DCO) tools. - Familiarity with creative versioning, data feeds, or performance reporting tools. - Understanding of digital media buying or programmatic advertising environments. Benefits - Compensation commensurate with experience - Unlimited PTO - Flexible work schedule - Life @ Clinch: Team Happy Hours, Outings (virtual and in-person), great office culture + much more! - Clinch has been certified as a “Greatest Place to Work” for 2021-2026! - Various perks and discounts

• Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible • Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data • Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy • Manage high volume of tasks in a timely and efficient manner • Identify client needs, research issues and provide solutions and/or alternatives • Build sustainable relationships and engage clients by providing best-in-class service • Meet and/or exceed established key performance criteria • Provide excellent client service and advocacy • Work across the organization as needed to resolve client requests • Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions • Dispatch available vehicles to clients across all regions on an inbound basis • Effectively communicate to the client how to use any of our client facing tools • Perform other duties as deemed necessary by management

• Manage customer interactions via phone, email, and chat • Handle orders, refunds, shipping issues, and payment queries • Liaise with internal teams, couriers, and partners • Resolve complex cases and escalate when needed • Maintain high customer satisfaction and meet KPIs

• Providing crucial support to customers and colleagues in contact centres • Responding to and investigating queries at the first point of contact • Providing support on business processes, policies and procedures • Developing an understanding of customer and business needs to suggest improvements • Identifying barriers to performance and coordinating improvements • Working closely with operational centres, providing coaching and support • Keeping accurate records of day to day operations, logging incidents and identifying trends • Reviewing manual or ineffective processes which could be automated or enhanced • Maintaining a focus on improving customer service and experiences