Responsibilities:
- Manage various internal system backend configurations including customer support ticketing system & internal product feedback and testing tools; including category/form/routing
- Manage global routing workflow design and execution across multiple layers of customer support & Product specialist teams on internal ticketing platform
- Configure backend routing across outsourcing vendor and in-house technical support team based globally to ensure full schedule and skillset coverage across regions and product
- Design routing logic to manage multiple channels including tickets and chat to ensure reply SLA for and optimise for 24 by 7 support
- Establish ticket escalation channels with various XFN & RD teams, to continuously bring solutions closer to advertiser
- Analyze data and escalation feedback to identify opportunities for improving the routing workflows and strategize with regional operations teams to drive routing based on changing product landscape
- Manage and design a 24 by 7 staffing roster from a workforce management POV for internal and external teams
- Govern the process & documentation of system configuration and logic, working with cross-functional stakeholders to ensure they're aligned and up-to-date with business needs
Job Requirements
- BA/BS degree or above;
- 4+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk;
- Good communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives;
- Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience;
- Good data and business analysis ability, analytical mind, and good data skills; Proficient with excel/spreadsheets;
- A fast learner and self-starter who gets to the point quickly with a good sense of judgment and original thinking;
- Familiarity with Google, Meta, TikTok advertising solutions is a plus;
