Payrate: $35.00 - $38.00/hr.
 
Summary:
As part of a global team, candidates may occasionally need to hold meetings outside of the traditional working hours to drive cross-regional collaboration. In such cases, the worker will be able to adjust their schedule to start earlier/later to maintain the standard 8 hours of work daily.
The Premier Partner Experience team is seeking a customer-focused and motivated individual to join as an Operational Support Expert. In this contract role, the successful candidate will have the opportunity to make a meaningful impact by directly supporting partners and creating delightful partner experiences. Operational Support Experts play a key role in minimizing operational issues with our partner programs and related products, ensuring seamless interactions between our partners and our platforms.
 
Responsibilities:

• Provide our partners with delightful, high touch and effective support experience, and act as the primary Operations point of contact
• Respond to inbound partner inquiries about product features, bugs, etc.
• Troubleshoot complex issues and translate pain points to effectively resolve issues
• Spot trends in partner issues and communicate feedback to cross-functional teams
• Operationalize processes to improve partner experience
• Improve our support workflows around issue resolution and product insights
• Develop products and issue specialization to improve the quality of support
• Help build and maintain a central knowledge base
• Train new employees on current workflows, standard processes, and internal tools

 
Minimum Qualifications:

• 2+ years of experience in operations, customer support, technical support, or account/partner management
• Expertise in issue resolution: Skilled in navigating and resolving complex tickets, with a strong track record of delivering timely and effective solutions.
• Experience using Excel and/or basic data & insights tools
• Adept at navigating complex and ambiguous situations
• Excellent written and verbal communication skills
• Strong attention to detail
• Proactiveness, adaptability, learning mindset
• Fluency in English in a business environment

 
Preferred Qualifications:

• Experience in the media industry, support or operations
• Experience with APIs

 
Pay Transparency: The typical base pay for this role across the U.S. is: $35.00 - $38.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match,  life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
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