Job Description
Roles & Responsibilities
- Deliver real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
- Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking.
- Guide advertisers through best practices for campaign optimization and platform usage.
- Maintain accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
- Meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
- Communicate complex product information clearly and professionally to advertisers of varying technical backgrounds.
- Identify common issues and share feedback with internal teams to improve workflows and product quality.
- Contribute to the internal knowledge base by documenting recurring cases and solutions...