Team Lead, Product Support

Lead Product Support Specialist

The Lead Product Support Specialist delivers excellence with a strategic focus, ensuring that customers and internal stakeholders are satisfied, informed and consulted on all matters related to the Global Product Support mandate.

Internal relationships are core to the role as this person will work alongside commercial leadership, the Global Product Support leadership team and the Solutions Consultant team to provide strategic and operational input. A strong passion and aptitude for leadership is also required from the Lead PS as he or she will be building, mentoring and training a team with immense opportunities for leadership development and growth.

The Lead Product Support Specialist looks forward to shaping process and strategy, partnering cross-functionally and advocating and representing Global Product Support Leadership in front of clients and executive commercial leadership. He or she

provides highly responsive professional communication, easily explains complex issues and effectively coordinates internal resources.

This role is great for someone who loves solving complex problems for not only customers, but employees, internal processes and strategy. The opportunity to teach and learn, build a team and gain access and influence at the leadership level is a perfect opportunity for anyone looking to grow as an AppNexus leader in Services and beyond.

About the job:

  • Provides technical mentorship and onboarding facilitation to new team members
  • Pivotal role in hiring open headcount for EMEA PS
  • Represents Global Product Support strategy in London with the opportunity to represent an expanded regional scope
  • Partners regularly with SC and Commercial leadership to gain client alignment, incorporate feedback and keep leadership informed of issues and/or opportunities
  • Manage customer support case trends and KPIs across team, analyzing trends, helping escalate issues and taking up to a maximum of 25% case load (25 cases per month)
  • Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement, especially as a combined voice for PS with data to back up specific trends
  • Owns some processes/initiatives that will potentially be implemented globally
  • Provide assistance when needed and share product knowledge with Client Services team members
  • Nurture close relationships with clients to become a trusted advisor
  • Work very closely with the Global PS Leadership team, including Director of Global Product Support, Ashley Trimmer

About your skills:

  • Outstanding troubleshooting, analytical, and problem-solving abilities
  • Ability to problem solve across functions, personalities, resource-constraints in addition to technical issues
  • Superb ability to provide constant and consistent communication to all relevant stakeholders
  • Demonstrable passion for learning new technologies
  • Strong organization and process-orientation skills, while also being entrepreneurial
  • Able to proactively achieve goals while being an excellent team player
  • Must be fluent in English

Beneficial skills:

  • Internet technologies such as HTML, CSS, JavaScript, PHP, web servers, and other internet/networking-related protocols
  • SQL scripting and relational databases
  • APIs, particularly RESTful is helpful
  • Established cross-functional relationships and rapport in London with Commercial and SC teams
  • Presentation, PowerPoint, strong command of English language and writing skills
  • Customer Service/Client-facing experience

Hiring Manager: Ashley Trimmer

Recruiter: Kelsey Browne

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