Ad Operations Support Specialist
Twitter’s Ad Operations team serves as the primary support contact for advertisers and the global sales organization. As the Twitter Ads business grows, we are expanding our team and evolving internal processes and tooling to ensure continued delivery of prompt, helpful responses to support requests.
As an Ad Operations Support Specialist, you will resolve questions and troubleshoot an array of issues related to billing, account setup, campaign performance and more for advertisers in English and Spanish-speaking markets.
You will delight advertisers by providing prompt and thorough support that addresses their issues and helps them unlock the full potential of Twitter Ads. You will continually analyze your work flow and proactively identify opportunities to drive efficiencies by evolving internal processes. You will serve as a conduit for product feedback, driving awareness of and attention to common questions and friction points. You will own development and optimization of help content resources and training materials for advertisers and internal groups. You will drive and/or contribute to cross functional projects that elevate the Support team’s effectiveness through evolving tooling, process and reporting as well as launching innovative new support channels and methods.
You are passionate about technology and have a demonstrated ability to learn quickly and work effectively in fast-paced, rapidly changing environments. You are detail-oriented and capable of quickly learning and applying technical concepts. You exhibit a proactive, can-do spirit and approach your work with vigor and determination.
Respond to inquires in a prompt, clear and helpful manner
Manage workflow to meet and exceed defined service level agreements
Monitor patterns and proactively surface proposals to improve quality, productivity and efficiency
Write clear and helpful content to address common questions and issues
Collect, analyze and/or communicate product issues and feedback for the product management and engineering teams
Understand the direct relationship between support efficacy and business performance; identify and drive new solutions to optimize
Directly apply data on team and individual support quality and productivity to guide day to day execution and inform process innovation
Exceptionally resourceful; fearless in mining available knowledge bases to find answers
Experience analyzing process flows and devising improvement strategies
Intensely curious about Internet technology, advertising and analytics
Demonstrated ability to effectively work with, guide and/or mentor others
Experience working in a customer/client-facing environment (preferred)
- Experience with online advertising, analytics and social media (preferred)
After you apply, a recruiter may reach out to you for an introductory call.
If your background is a match for the role, you may phone interview with 1-2 people.
If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.
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