Customer Service Associate

San Francisco, CA, United States

Job Title:Customer Service AssociateJob Location(s):San Francisco, CA, USDescription:We are seeking a full-time Customer Service Associate based within our Customer Success Team, to work across our organization and Vendor Partners to ensure the Tapjoy Customer Experience is maintained and constantly improved upon. This position will be based in the San Francisco Bay Area office, with remote / hybrid working based on Operational needs. The role will support and assist the Vendor Manager: Partner Operations; learning from them, helping them deliver, whilst raising the Customer Experience themselves as the successful Candidate grows in the role.

The Customer Service Associate will be involved in all aspects of protecting the Customer Experience to our end Users (Customers), that take advantage of the offers from the Publishers and Advertisers (Clients) via our in app Offerwall. They will help internally, compiling reports, making observations and recommendations and externally help protect our Brand Reputation with guidance from the Vendor Manager and wider Customer Success Team, to any issues or risks.

This role will also improve collaboration with our outsourced Vendor Partners, handling escalations enquiries from them or via our Clients the Publishers and Advertisers using our platform, providing guidance and direction.

The successful candidate will be a quick study, passionate about the Customer Experience, keen to learn how to add value in this capacity within the ad-tech space. A superb opportunity for joining a leader in their field and making a difference on a global scale.

Requirements:

* Passionate about the Customer Experience and able to demonstrate past examples, approach and thinking behind them.

* Strong Administrative skills, organized in both workflow and time management; able to demonstrate prior examples of these qualities.

* Written communications accuracy and tone, able to tailor correspondence to appropriate audience, helping create, maintain contribute to, and help improve documentation.

* IT literate; accustomed to working with Google Docs / MS Office, SQL, MicroStrategy, Zoom, CRM (Salesforce / MS Dynamics / Zendesk etc.). Experience of Social Media platforms advantageous.

* Self-starter, can work well independently and as part of a Team, collaborative. Genuinely curious in learning new aspects of the business and industry. Open to sharing and receiving new ideas.

* Flexible in working patterns due to global time zones; Self-starter with intellectual curiosity.

* Communication Skills: Engaging, with ability to concisely and logically walk through any audience, excellent Presentation skills in person and remotely; able to tell a story to varying levels of detail to different audience types and sizes.

* Consultative - able to research, approach, introduce and build relationships at levels whether internal or external to Tapjoy.

* Native or native level proficiency in English Verbal and written.

* Ability of receive escalations, manage expectations, collaborate, information gather, manage to completion as directed.

About You:

* Passionate about the Customer Experience, always bringing things back to the Customer perspective, a genuine desire to help.

* Commensurate work experience and / or educational background for the role

* Intermediate / advanced knowledge or industry recognized qualifications in Business Analysis, Administration or similar / relevant.

* Highly detail oriented, resourceful and organized. Open to sharing and receiving new ideas, emotionally intelligent.

* Personable, engaging, patient, optimistic, and resourceful in approaching Customer challenges and building relationships across all levels and organizations.

* Self-starter, can work well independently and as part of a Team, collaborative and genuinely curious in learning new aspects of the business and industry.

* Flexible; role requires collaboration with colleagues across various time zones particularly Pacific Standard Time (PST) during standard time and Pacific Daylight Time (PDT) during Daylight Savings Time, to align wherever possible with the Team based in California.

* IT literate; accustomed to working with Google Docs/MS Office, SQL, MicroStrategy, CRM (Salesforce/MS Dynamics/Zendesk etc.), Zoom; Social Media experience advantageous.

* Global outlook; Experience of working with geographically dispersed Customers and colleagues.

Tapjoy is a leading mobile advertising and app monetization company. Our platform empowers advertisers to connect with over 1 billion monthly active users through value exchange advertising that drives awareness, engagement, and the metrics that matter most to their overall growth. Meanwhile, companies such as Scopely, Glu, Ludia, and many of the Top 200 grossing app publishers trust our platform to monetize their content, grow their audiences, and reward their users. Founded in 2007 and headquartered in San Francisco, Tapjoy is a global organization with offices in Santa Barbara, Boston, London, Beijing, Tokyo, and Seoul.

Tapjoy is an equal opportunity employer. We believe that diversity and inclusion lead to stronger, more innovative teams and better business results; we want to draw from the broadest talent pool possible and encourage qualified applicants. Tapjoy does not discriminate on the basis of sex, race, ethnicity, color, age, sexual orientation, gender (including identity and expression), disability (mental or physical), religion, national origin, citizenship, marital status, military or veteran status, or any other protected classification protected by applicable law; we will provide reasonable accommodations for qualified individuals with disabilities, and pursuant to applicable fair chance ordinances, we will consider for employment qualified applicants with arrest and conviction records.

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