Job Description
Role Summary
This individual will work with media operations, SPM, PDM, MCD and other cross functional teams and will troubleshoot issues faced by our partners, provide support, collect feedback, and manage partner communication.
Roles and Responsibilities:
Own resolving partner issues by using all available tools and resources.
Work closely with internal teams to troubleshoot and solve issues experienced by our partners.
Provide an amazing support experience to our public figures and media publishers across the platform.
Communicate effectively with partners to understand their issues and route to the appropriate channel for resolution.
Solicit, organize and contextualize product feedback from partners.
Manage ticket flow and communications across multiple teams.
Assess, quantify and implement workflow improvements to scale out support.
Understand policies and risks with the ability to effectively translate them into scaled workflows that improve support and product experiences.
Minimum Qualifications:
Graduate/Post-graduates.
1-2 years of experience in Issue resolution/Incident management is desirable.
Ability to work independently and solve partner issues without oversight.
Ability to analyse data and make informed recommendations.
Knowledge of Google spreadsheets and Microsoft excel.
Exceptional written and verbal communications skills.
Ability to work cross-functionally and across multiple time zones and functions.
Standout executor with attention to detail, strong organizational skills, and ability to drive results.
Advanced level of written and & spoken English.
Previous experience of working in the media industry would be an advantage.
