Customer Service Specialist

Customer Service Specialist

The AppNexus Customer Service Specialist ensures the success of processes that help AppNexus’ teams scale and run successfully. They are the link between clients, internal stakeholders, and our third-party vendors. The Customer Service Specialist exhibits a passion for driving efficiency, is a flexible and responsive collaborator, and solves problems creatively. The Customer Service Specialist works closely with internal teams to identify opportunities for greater efficiency within our processes, and to plan and drive improved process adoption. They will also coordinate and maintain quality standards of outsourced staff in remote locations. This role is perfect for someone who is interested in all things digital, providing customer service, solving complex problems, simplifying workflow, while always learning and teaching.

About the team:

The Services team is dedicated to earning customer loyalty while building a world-class company together. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the AppNexus platform, obsesses about making them massively successful, and strategizes to help them surpass their goals. Real-time advertising can fundamentally transform our clients’ businesses, and we bring it to life for them.

About the job:

  • Builds tools and processes, and supports projects that help Customer Services and teammates work more effectively and collaboratively
  • Serves as an escalation path to coordinate between internal and vendor stakeholders
  • Identifies areas for improvement and scales opportunities within the team and company
  • Interacts with teams responsible for implementation or product delivery, and shares insights garnered through client and vendor interactions
  • Regularly coaches, advises, and mentors less experienced team members
  • Monitors day to day vendor performance and Key Performance Indicators while ensuring vendor resources have all the necessary tools and information needed
  • Creates and evaluates Quality Assurance reports while creating a framework for on-going governance and corrections
  • Identifies and advises on automation opportunities
  • Creates and edits runbooks geared toward the continual improvement of overall quality and efficiency

About your skills and experience:

  • 1-3 years of work experience, preferably in vendor management and/or customer support roles
  • Ability to thrive in a fast paced and fluid environment
  • Strong troubleshooting, analytical and problem-solving abilities
  • Ability to find the root cause of issues, along with a passion to collaborate cross-functionally
  • Outstanding written and verbal communication skills
  • Demonstrable passion for learning new technologies
  • Knowledge of customer support process and services
  • Knowledge of SQL, HTML, Python and/or data analysis is a plus

More about you:

  • You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
  • You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
  • You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem
  • You believe in not only serving customers, but also empowering them by providing knowledge and tools

AppNexus is proud to offer equal opportunity in all aspects of employment. We strive to foster a diverse, inclusive and engaging work environment. We welcome applications from all candidates and look forward to receiving yours! Our diversity in action:

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