Specialist - Customer Care

Job Summary

We are looking for a highly analytical, proactive, and deeply technical Senior Product Subject Matter Expert (SME) to serve as the ultimate authority on our digital marketing and ad-serving product ecosystem. In this role, you will bridge the gap between operational execution, complex technical troubleshooting, and client satisfaction. You will drive operational efficiency by resolving high-tier product issues, mentoring team members on product complexities, and translating technical insights into actionable business strategies for senior stakeholders.

Key Responsibilities

Advanced Product Support & Client Satisfaction:

Serve as the highest point of escalation for complex product, technical, and workflow issues relating to the digital marketing and ad-serving platform.

Ensure client satisfaction by providing rapid, accurate resolutions to high-priority product issues, ensuring strict adherence to critical SLAs.

Translate intricate technical and product constraints into clear, consultative explanations for clients and account health management.

1. Knowledge Management, Upskilling & Quality Assurance

Identify product knowledge gaps (BQs) across the wider operations team and architect for comprehensive training modules, playbooks, and documentation.

Support employee growth by upskilling team members on advanced product features, updates, and troubleshooting methodologies.

Audit team outputs to ensure adherence to product guidelines, quality standards, and technical accuracy.

Stakeholder Collaboration & Strategic Reporting:

Regularly engage with clients, product managers, and internal cross-functional stakeholders to review product performance, platform bugs, and feature requests.

Own the product insights section of key operational reviews (WBR, MBR), delivering deep-dive Root Cause Analyses (RCAs) on platform anomalies or technical failures.

Act as the voice of operations to the product engineering team, proposing system enhancements and workflow automation based on operational trends.

Operational Efficiency & Process Improvement:

Lead performance improvement initiatives by evaluating current product workflows and identifying opportunities for automation or elimination of friction points.

Monitor product-related operational metrics (e.g., ticket resolution times, recurring system bugs, and workflow efficiency).

Independently manage high-impact, product-centric projects, delegating technical tasks effectively when leading ad-hoc task forces.

Skill Requirements

Experience: Minimum of 1–2 years of deep hands-on experience working with an International Digital Marketing / Ad Serving platform (e.g., Google Ad Manager, Campaign Manager 360, DV360, Meta Ads Manager, or similar programmatic tech stacks) as a SME or Team Lead

Technical & Analytical Skills: Proven ability to independently conduct deep-dive Root Cause Analyses (RCAs), analyze data trends for WBRs/MBRs, and troubleshoot complex technical configurations (e.g., pixel tracking, ad tags, audience delivery issues).

Leadership & Communication: Strong mentorship skills with a proven track record of training and upskilling teams on complex product concepts. Exceptional communication skills to translate technical jargon into business value for stakeholders.

Operational Agility: Experience driving process improvement, managing workflow efficiencies, and working independently under tight client SLAs.

Flexibility: Ability to work in shifts, including nights and weekends, to support our global enterprise clients around the clock.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence