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Nativo, Inc. Manager, Client Support in El Segundo, California

Manager, Customer Support

A content technology platform, Nativo helps advertisers create meaningful brand connections with consumers and empowers publishers with breakthrough monetization solutions. We?re preparing the world for the age of content, where digital advertising is becoming a seamless, authentic, and helpful consumer experience.

We invite you to join us for an exciting and rewarding experience as a Manager, Customer Support. This role is an opportunity to build and establish a Tier 1 Customer Support Team that will be the first point of contact for clients using the Nativo Platform. The Manager, Customer Support will be an integral part of the effort to develop our next-generation platform. We want team members who have a passion for leveraging technology and software to solve problems and maximize productivity and efficiency. This role is a remote position.

What you'll do:

  • Hire and manage a team of customer support representatives

  • Serve as first line of support to users of the Nativo platform by interacting with customers via our ticketing system, email, phone or live chat

  • Help customers understand our products by translating technically complex concepts into communication that is simple and easy to understand

  • Understand and become an expert of the Nativo Platform to be able to provide solutions for customers and mentorship for Customer Support Specialists

  • Ensure we are providing the best possible levels of customer service through identifying and implementing process, metric tracking and improvements

  • Establish Customer Support Practices by creating policies and procedures to ensure customers receive excellent and consistent service.

  • Hiring and Training Employees by reviewing applications, conducting interviews, on-boarding new hires and providing training and mentoring to new employees

  • Analyze the Platform Support Team to establish ensure all personnel are following the best. Standardized performance metrics should be established to ensure all employees are delivering as expected.

  • Ensure platform incidents and tools are handled with adherence to SLAs.

  • Manage responsibility for individual members? workload, development and performance.

  • Contribute to internal and external documentation for troubleshooting, workflows, and integration guides.

  • Communicate proactively with all customer stakeholders and internally to highlighting risks and issues

  • Investigate and suggest solutions to optimize workflows and cross-team processes

  • Partner with Support Engineering, Product and Engineering to provide relevant information to clients

What you need:

  • At least 3 years of previous Customer Support Team Management experience

  • Experience growing and scaling a successful team in a ticketing, live chat or phone support environment

  • Experience working with cross-functional teams (e.g. Sales, Success, Product, and Engineering)

  • Ability to lead by example in order to create a high-performance team based on best practices

  • At least 2 years within a previous SaaS business

  • Online Ad-Tech experience is preferred

  • Proficient in debugging HTML, CSS, and JavaScript

  • Experience with a ticketing system (Zendesk/JIRA preferred)

  • Experience documenting product knowledge

  • API experience (Paw or Postman preferred)

  • Detail-oriented with an ability to see the bigger picture

What we offer:

At Nativo, you make an immediate impact. Nativo is made up of smart, talented and driven people looking for other potential team members with the same attitude of innovation and excellence. We offer incredible opportunities to learn and work on projects that transform digital advertising. We offer a competitive compensation and benefits package that includes stock options, health coverage, employer-matched 401k, cutting edge work, and the opportunity to join a rapidly growing startup with a proven product.

About Nativo:

Nativo empowers brands and publishers with the world?s most advanced platform for content.

For brands, Nativo enables storytelling at scale with the largest native reach and reveals insights that unlock return-on-content. For publishers, Nativo enriches monetization with the most comprehensive platform for next-generation ad formats and breakthrough technology for accelerated webpages. Nativo?s mission is to equip advertising for the age of content, improving the web experience and creating meaningful connections for today?s digital consumer.

From the hands and minds of an amazing team, Nativo has engineered a platform that has been recognized as the best available in the market (http://www.marketwired.com/press-release/nativo-wins-2015-digiday-signal-award-for-native-and-in-feed-advertising-platforms-2060515.htm) . Nativo is respected, well-funded (http://blogs.wsj.com/cmo/2015/06/30/native-advertising-tech-firm-nativo-raises-20-million-in-new-funding/) , and is recognized as one of top tech companies (http://www.builtinla.com/2017/31/los-angeles-top-100-tech-companies-2017) to work for. Nativo is well-positioned to play a vital role forging the path of media and advertising in the coming years. The opportunity to join a team that is making a huge impact is now.

Applicable to California Residents only: for information on what personal information Nativo collects and how we use it, please see our CCPA privacy notice:

https://nativo1.box.com/s/a0j9eonmrveq3ot6mgldvy3jm4f0msu4

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