• Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues • Recommendations of products or services • Closing a sale may be required

• Own the support operating model and redesign it around automation and agentic AI rather than linear headcount growth. • Design, deploy, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up. • Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them. • Define and instrument the metrics that prove the model works: deflection rate, automated resolution rate, cost-to-serve, time-to-resolution, and CSAT. • Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time. • Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities. • Maintain support quality and SLAs for a technical cybersecurity customer base throughout the transition. • Lead a small, high-leverage team of support and automation engineers, hiring for technical and systems capability.

Role Description We're looking for a hands-on and people-focused SEA Team Lead to drive excellence across our SEA function and lead a small, high-performing team of SEA Managers. This role is central to ensuring high-quality SEA execution across the business. You'll be responsible for developing your team, sharing best practices, implementing new tools and technologies, and ensuring our teams have the frameworks and support needed to succeed. You'll work closely with our Vertical Managers, who own performance strategy and vertical-specific initiatives, while you focus on how SEA is executed across the organisation. From tooling and tracking solutions to new platform features and operational excellence, you'll help ensure our SEA function remains innovative, efficient, and effective. This role offers the perfect blend of leadership, technical expertise, and operational ownership. You'll coach your team, drive continuous improvement, and remain close enough to the day-to-day work to provide guidance and support when needed. This is what you'll do: - Lead, coach and support a small team of SEA Managers with a focus on feedback, professional growth and high standards. - Manage a small number of SEA accounts while supporting the wider team with technical guidance and expertise. - Prioritize, delegate and empower, setting clear ownership and accountability across your team. - Act as the SEA subject matter expert, developing best practices and frameworks while driving knowledge sharing across the team. - Own the SEA technology stack and lead the adoption of new tools, platform features and automation opportunities. - Act as the primary point of contact with Google, Microsoft and other SEA partners. - Support performance investigations and root cause analysis, providing SEA expertise where needed. - Collaborate closely with Vertical Managers and stakeholders, ensuring SEA best practices support business objectives and future growth. Qualifications - Several years' experience in digital performance marketing, managing and scaling SEA campaigns with a focus on ROI. - Experience leading, mentoring or developing team members, with a strong focus on accountability and growth. - Strong understanding of SEA best practices, campaign structures, bidding strategies, keyword management and optimisation techniques. - Deep expertise in Google Ads, Microsoft Ads, campaign optimisation, conversion tracking and modern SEA tools. - Strong analytical and problem-solving skills, with the ability to turn data into action. - Fluent in English, with strong communication skills and the ability to challenge constructively. - Proactive, curious and continuously looking for ways to improve tools, standards and performance. - Open to giving and receiving feedback while maintaining high standards across the team. Company Description At We Love X, we build and run high-performing comparison platforms and conversion funnels that connect millions of users with the right products and services. As a market leader in SEA-based affiliation across multiple verticals, we turn high-intent traffic into scalable growth for our partners. Over the past years, we’ve also built one of the fastest-growing SEO businesses in our space, partnering with some of the world’s largest publishers. Beyond our own sites, We Love X constantly incubates new, performance-marketing-driven business models – from first idea to international scale. We Love X is a leading force in the affiliate space, dedicated to making advertising always add value. Starting as a SEA-focused company, we've expanded into broader PPC channels, TV advertising, and SEO. As the world's largest affiliate in the dating market, we operate 200 websites across 12 languages, specializing in driving high-quality traffic and simplifying purchasing decisions with effective marketing funnels. Driven and founder-led, our bootstrapped and independent status allows us to innovate and quickly adapt to market needs. Join us in creating the super affiliate of tomorrow's dating industry.

• Hire, train & develop customer service personnel across all MPF locations • Complete yearly reviews and develop goals for personnel to support the company, region, and department • Establish standard job descriptions and roles and responsibilities for all Client Services positions • Work with Sr Director, Customer Care in defining a strategy to reorganize the Customer Service Department • Achieve budgeted revenue targets related to assigned book of customers • Mentor and manage Account Managers in achieving individual revenue quotas • Grow and foster a Customer First Culture: provide timely, reliable, accurate information and documentation to our customer base • Champion Customer Service commitment to same day response for all internal/external customer inquiries • Train and coach customer service representatives to ensure quality and standardization of roles, responsibilities, system utilization and overall service delivery • Build on-call scheduling function including definition and measurement of KPIs • Participate in client review meetings and sales presentations as required