Customer Support Lead
Advertising | New York | ID: 10222
Customer Support Lead
Teamwork makes the stream work.
Roku is changing how the world watches TV
Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.
From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About the Team
Roku Ads Manager is Roku’s answer to the growing and diversified demand for CTV advertising. Our self-serve ad platform entered General Availability (GA) in September 2024 and has picked up major momentum. Our Ads Manager team is small, gritty, and focused on building the best streaming ad platform in the market. We move fast, pivot quickly, and work hard. We rally around decisions, challenge assumptions, and push the limits on what advertising can do for growth marketers, performance agencies, and any other business interested in making the big screen work for their brands’ objectives. Our team is looking for our first Customer Support lead to manage and optimize our support channels, including automated chat bot strategy, manual chat support, support email, and creative review.
About the Role
Our Customer Support lead will work to handle inbound support asks from Roku Ads Manager clients. This role will be a many support function, managing all mass support channels: support email, support chat, automated chat bots, creative review, and more. Furthermore, this role will build standard operating procedures for common support asks, goaled at reducing time of resolution and increasing client satisfaction and retention. You will support strategy and provide valuable feedback to both sales and product teams. This customer-focused role will combining strong ad tech expertise, communication skills, and problem-solving abilities to ensure our performance-focused clients get the most out of Roku Ads Manager, and know we are here to help them make CTV work. You’ll answer inbound questions, create intelligent automate response flows, connect clients with sales teams, and build playbooks for easy and speedy issue resolution. In summary, Ads Manager’s Custom Support lead will be our in-market support expert, helping unblock clients and drive revenue through various support channels. Success in this position requires strong ad tech knowledge, communication skills, a passion for critical thinking, and a hunger to engage with clients. You will be an individual contributor who will work cross-functionally to ensure the clients have what they need to win in CTV.
For New York Only – The estimated annual salary for this position is between $77,000 - $95,000 annually. Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location. This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.
What you'll be doing:
- Operational Playbook Creation: Build and maintain standard operating procedures for all common support asks, which can be shared with clients and sales teams alike. This will increase our ability to respond to asks quickly
- Support Chat & Email Ownership: Provide speedy same-day response to all inbound support chat and email requests, ensuring clients’ questions are answered quickly and in detail. When needed, you’ll escalate issues for additional support.
- Automated Support Strategy: Strategize, create, and maintain automated support systems (chat bots) to help provide scalable support for predictable and commonly asks questions
- Creative Review Escalation: Serve as an escalation point for creative auditing, ensuring the right ads are approved and the wrong ads are rejected
- Payment Support Escalation: If billing issues arise, you’ll lead the custom resolution flow to ensure on time payment and/or refunds
- Market Feedback: Ensure customer feedback is collected, aggregated, and incorporated into product enhancements and future roadmaps
We’re excited if you have:
- 2+ years of professional work experience within digital media or a similar industry
- Proven experience in ad sales customer support, customer service, account management or ad tech adjacent support roles. Bonus points for a focus on self-serve, CTV, and/or growth marketer personas
- Strong understanding of the ad tech ecosystem, and its common campaign issues and asks
- Track record with 1:many support systems, including but not limited to email, chat, and automated chat bots
- Excellent communication skills with a knack for simplifying complex solutions into digestible and actionable points
- Highly collaborative and flexible work style, with the ability to adapt quickly to evolving business needs
- The ability to effectively collaborate with cross functional teams
- A naturally curious mindset, eager to learn and grow in a fast paced, dynamic environment
- A self-starter who’s hungry to attack new challenges that come with servicing clients using a new and innovative ad platform
#LI-SSC
Benefits
Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.
The Roku Culture
Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.
To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.
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Application
Thank you for applying for a role at Roku! We appreciate your interest in joining our team. We have received your application and will review it thoroughly.
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