Customer Support, Team Lead - Perfect Audience

Remote /
Perfect Audience – Customer Support /
SharpSpring is looking for a tech-savvy, talented Customer Support Team Lead to join our team for our Perfect Audience platform. Have you worked in the advertising tech space before? Do you understand the challenges that advertisers face and how to explain the technical solutions to them?  If so, we’d love to talk to you!

The Customer Support Lead plays an instrumental part in providing personalized and superb support for our advertisers. You will interface with advertisers while leading a small team of Technical Support Engineers. You will be handling escalations, and assessing overall advertiser campaign performance in order to make recommendations for improvements. As the expert in our platform, you will also provide direction to our product team informed by advertiser feedback and behavior, help drive attrition reducing initiatives, and work towards achieving overall company goals.

The Opportunity

    • Work with an assigned team of Technical Support Engineers, conduct 1:1s, attend team meetings, perform peer reviews, and other associated administrative management tasks
    • Own delivery of a first-class support experience by your team while ensuring consistently professional and courteous customer support services are delivered 
    • Ensure your team meets and exceeds service level objectives (SLOs) as defined by leadership and the company
    • Serve as the technical knowledge center for the platform; work with other support teams, train new hires, vet application bugs, and work directly with Product Managers
    • Reach out directly to advertisers who have provided negative CSATs to identify ways the department can improve the customer experience and prevent attrition
    • Analyze team efficiency, current support needs, gaps, and processes that impact the overall advertiser experience; report on findings and presenting solutions to leadership
    • Act as a product advocate for advertisers by providing advertiser perspective/advertiser feedback to the Product and Development teams
    • Actively participate in the Support knowledge base as an expert

What We’re Looking for in our Future SharpSpringer:

    • Bachelor’s degree OR equivalent experience
    • 2-3 years of experience in client services/customer support/customer success space
    • Strong understanding of digital advertising and ad campaigns
    • Strong understanding of various internet technologies and a demonstrated capacity to learn
    • Ability to actively drive problems to resolution
    • Sound decision making and critical thinking skills
    • Expert organization and prioritization skills
    • Strong communication skills both verbal and written 
    • Ability to contribute to a team environment across all levels with a high degree of professionalism

Major Plus if you have:

    • Understanding of the online advertising industry (Facebook Marketplace Ads, Paid Search, SEO, Ad Exchanges, etc.)
    • Strong statistical/math background
    • Experience using CRM products 
    • Fluency in another language (as well as English)
SharpSpring Is for Everyone
We're more than just a tech company. We're real people, with real perspectives and deep respect for what makes you, you. We believe that every individual has the power to open minds and change culture. Our goal at SharpSpring is to be inclusive, intersectional, and intentional about how we foster equity both at work and in our local and global community.

Find out more about what it's like to work at SharpSpring! (NASDAQ: SHSP)