Ad Operations Support Specialist

San Francisco, CA

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.

 

Responsibilities

 
  • 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

 

Requirements

 
  • 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)

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.

Application

Personal Information

This field is required.
This field is required.
This field is required.
This field is required.
Required field. PDFs only; max file size is 1MB.
Required field. PDFs only; max file size is 1MB.

U.S. Equal Opportunity Employment Information  (Completion is Voluntary)

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

This is where you come in! Please take a few minutes to provide us with your information. Completing this form is entirely voluntary. Whatever your decision, there will be no adverse employment consequences.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

Twitter, Inc. is committed to working with and providing access and reasonable accommodations to applicants with physical or mental disabilities. If you need an accommodation in order to apply for open job opportunities, please submit a description of your accommodation request to RARequest-Recruiting@twitter.com. This email is only for accommodation requests related to the application process.

Success
Thanks for applying!
Error
Submission failed. Please make sure all fields are correctly formatted.

Don't see the right fit?

Check out other opportunities at Twitter.