Location: New York,NY, USA
**Global Customer Support Specialist (Remote)**
* 375 Hudson St, New York, NY 10014, USA
* Employees can work remotely
* Full-time
**Job Description**
CitrusAd is powering retail media, with a personalized sponsored product and display ad technology platform for some of the world's biggest retailers across 25 countries. Our tech paired with a world class services division is driving retailer media sales and enhanced Ad Serving for retailers of any size. Now thats refreshing!
In 2020, we saw an amazing year of growth for our organization, with the focusbeing on diversifying from our core platform/technology only offering and expanding into the retail media sector via services, as well as creating the largest US ecommerce grocery network. Each strategic move has meant more success and allowed us to continue to win against our competitors.
Our mission is to be the worlds leading retail media platform, with every aspect of our business being world class. We are able to achieve this by living by our core principles:
* Gratitude, honesty, and transparency
* Show up
* Know the role you play
* Do less, deliver more, obsess
* Incremental improvements
* Take ownership
* Collective leadership
* Team before the individual and most importantly,
* Mutual respect
**Why this could be your next big break:**
At CitrusAd, we are committed to fueling our team members passion for creativity, collaboration, and desire to learn and grow. After all, its our people that propel us forward. If you thrive in a creatively open environment with a teamwork atmosphere, this may be the job for you!
The Platform Operations teams are responsible for the support, reliability and stability of CitrusAd production systems, environments and offerings. The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence. The team has full solid-line responsibility for operations including the support, management, monitoring, reporting, troubleshooting, and repair of production systems. Core to the success of the role is to provide a premium customer support experience focused on a centre of excellence that allows for a full service delivery support cycle.
**About the role:**
CitrusAd provides e-commerce retailers with a SaaS digital advertising platform that unleashes the potential of an online shelf space. Through its white-label Retail Media Platform, CitrusAd empowers retailers to monetize their site traffic using personalized advertisement solutions including Sponsored Product listings, Responsive Display Banners, Email advertising, Branded Landing pages, and much more.
The team is responsible for supporting all Retailers once they are live. The Global Customer Support Specialist establishes and maintains great customer relationships providing premium customer service. The team member does this by creating and leveraging strong team relationships, knowledge capture and coordinating support with other teams across the business. Critically important is how this team member collaborates and liaises with other teams such as Technical Account Management, System and Platform Operations, Engineering and Customer Success teams.
* Act as the first point of call for customer support requests, incidents and queries within a follow the sun support model.
* Effectively and efficiently triage, troubleshoot and classify cases, identify incident trends, record and document interactions championing cases through to resolution with proficient escalation handling where necessary.
* Collaborate with Customer Success, System Reliability, and Engineering teams to ensure timely resolution within agreed service levels, while communicating effectively with customers.
* Be the advocate and voice for customers when collaborating with internal support teams.
* Build and maintain a strong knowledge of Citrus product offerings and be able to provide customer education on business and technical issues, and next steps for customer issues via escalation to Technical Account Managers or Client Success Managers where appropriate.
**About you:**
We are looking for a Customer Support Specialist who has the following skills, knowledge, and experience:
* Passionate about people and service with a strong customer service background with professional oral and written communication skills.
* Innovative and intuitive with a love of collaborative problem-solving.
* Proven record of achievement and success in Customer Support in a comparable role, preferably in an external client-facing capacity.
* Have strong organisational skills, and enjoy a dynamic and agile working environment
* Adaptable and willing to learn new technologies
* Standout employee who thrives in a team environment
* Understanding and application of ITSM principles to triage cases, record and document interactions, escalation handling, problem management and case resolution.
* Experience with IT Service Management toolsets such as ServiceNow, Jira or other.
Here at CitrusAd were all about our people. We are one global company made up exclusively of knowledgeable, passionate, and creative individuals with expansive experience coming together to reach shared goals.
Above all, CitrusAd is committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favorable treatment on the grounds of age, disability, gender and transgender status, race and ethnicity, religion and belief (including no belief), marriage or civil partnership status or sexual orientation.
Simply put we love our people and understand its each of us coming together to create a winning
Consider a career at CitrusAd and be a part of one of the most influential and growing tech companies in our industry.
CitrusAd is globally headquartered out of Brisbane, Australia. Our North American headquarters is in St. Petersburg, Florida. We consider ourselves a flexible employer and many of our team members work remotely in many areas of the world. In North America, a large majority of our team is located in Florida with many others in Los Angeles, Chicago, New York, Atlanta, Pennsylvania, Toronto-CA, Vermont and more.
Click the Apply link at the top of the page or apply directly with your LinkedIn. Applying with LinkedIn will import all of the information you put in your profile but will still allow you to upload a resume and cover letter.
Dont be discouraged if you dont hear from us right away. Were taking our time to review all resumes, and to find the best people for CitrusAd.
Thanks for your interest in working for CitrusAd. We love it here, and think you will, too.
**Additional Information**
**When youre one of us, you get to run with the best.** For decades, weve been helping marketers from the worlds top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services.
Thanks to the work of every employee, Epsilon products and services have been recognized as industry-leading by the Forrester Wave. We process more than 500 billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. And our CORE ID is the industrys most accurate, stable and scalable identity solution that helps brands recognize and reach 200M+ U.S. consumers in a privacy-safe way.
Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit
**Great People Deserve Great Benefits**
We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.
Epsilon is an Equal O