What will you do:

As a Customer Support Agent, you will be responsible for providing top-notch support to our Clients, ensuring their advertising campaigns run smoothly and effectively. You will handle a wide range of queries related to ads serving, performance, policy compliance, analytics reporting, billing issues.

The key responsibilities are:

• Engage with Clients through various channels (email(priority), chat, phone) to assist them with any inquiries related to their Digital Ads Accounts.
• Identify, analyze, and resolve technical issues and challenges that Clients may encounter while running their digital ad campaigns.
• Collaborate with relevant internal teams to find effective solutions promptly.
• Educate Clients on advertising policies and guidelines, ensuring their ads meet the required standards and comply with the platform's policies.
• Address any policy-related concerns and provide guidance to Clients on making the necessary adjustments to their ads.
• Provide guidance on interpreting data, identifying trends, and making data-driven decisions to optimize their advertising strategies.
• Assist Clients in managing and updating their profile information on the digital advertising platforms.
• Prioritize customer satisfaction and maintain a positive client experience throughout interactions.
• Stay up-to-date with industry trends, advertising platform updates, and best practices to enhance your knowledge and improve support capabilities.

What we expect from you:

• Fluency in German language (C1 level required) and proficiency in English (B2 level required) with excellent communication skills in both languages, with a friendly and professional demeanor.
• Bachelor's degree in a relevant field (preferred but not mandatory) or equivalent practical experience or previous experience in customer service.
• Strong problem-solving skills and the ability to think analytically when troubleshooting technical issues.
• Detail-oriented and well-organized.
• Passion for providing exceptional customer service and genuine desire to help Clients succeed in their advertising efforts.
• Proven experience in customer support or related role will be a strong advantage.
• Familiarity with various digital advertising platforms such as Google Ads, Facebook Ads, Bing Ads, etc. will be an asset.
• Experience in data analysis and reporting tools to assist with analytics-related queries is a plus.