Job description

Premier Partner Experience Expert
We are seeking a support operations expert to join an Operations team that will support media partners. This individual will directly support our partners, provide delightful partner support experiences and help to reduce operational issues with our partner programs and related products. Candidates will be self-motivated, organized, and excited about getting into the weeds with operational issues. Candidates should also be comfortable with ambiguity and flexible to frequent changes in a fast-moving environment. This role will be work from home (WFH) and based in Los Angeles, CA.

RESPONSIBILITIES
Up to 70% of the time
● Provide our partners with a delightful, high touch and effective support experience
● Onboard partners and serve as primary Ops point of contact
● Respond to inbound partner inquiries about product features, bugs, etc.
● Troubleshoot complex issues and translate pain points to effectively resolve issues
● Spot trends in partner issues and communicate feedback to cross-functional teams
● Operationalize processes to improve partner experience
Up to 30% of the time
● Improve our support workflows around issue resolution and product insights
● Develop product and issue specialization to improve the quality of support
● Help build and maintain a central knowledge base
● Train new employees on current workflows, standard processes, and internal tools

MINIMUM QUALIFICATIONS
● 2+ years of experience in operations, customer support, technical support, or account/partner
management
● Experience using Excel and/or basic data & insights tools
● Strong written and verbal communication skills
● Strong attention to detail
● Fluency in English in a business environment
● Able to work non-traditional hours (outside of 9 am-6 pm) occasionally

PREFERRED QUALIFICATIONS
● Experience in the media industry, support or operations
● Experience with API

*** Candidates must be able to provide proper support and will deal with on average 5-6 tickets a day that requires investigations and proper support channels. They must excel in virtual and written communications, handle fast-paced actions/tickets, and can problem solve effectively and assist high partners for reels and products teams ***

Job Type: Contract

Salary: $22.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• MS Excel: 2 years (Required)
• Operations or Customer service: 2 years (Required)

Work Location: Remote

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