Httpool is an Aleph company that partners with and represents major social media platforms; including Meta, Twitter, Snapchat, Spotify, Tiktok, and many others in emerging markets across Europe and APAC. We have over $1 billion in sales and 1.5k employees in 60+ countries, and we’re just getting started.
We’re on a mission to expand the reach of advertisers and partners to more corners of the world and together we can unlock and drive economic growth. Our relentless pursuit of success for our clients and partners is what boosts our growth and inspires us to power the digital ecosystem.
We’re growing fast and our ambition is huge – If you’re driven by progress and thrive on the challenge of relentless improvement, this is the role for you.
Why is this a compelling position?
We are looking for a motivated SMB Digital Support Specialist to join our Customer Support department to provide world class customer service to our SMB customers in Cambodia, Bangladesh & the rest of APAC region. It offers an opportunity to build and attain the best-in-class customer support experience. Httpool provides a unique international experience to its employees within a continuously evolving media landscape. It offers constant challenges and opportunities for continuous learning and growth for individuals that are passionate about digital marketing and advertising technologies.
This is a Contract (i.e. 6 months) position and can be based either at offices for Httpool Cambodia, Bangladesh or either one of our Httpool offices where the candidate has the legal right to work without need of visa or employment sponsorship.
Responsibilities
- Provide world class support to all Httpool SMB customers in a customer centric environment through the use of multiple support tools via different channels that includes email, chat, phone, content moderation and social media
- Manage end to end onboarding of new customers to our CRM platforms and ensure data accuracy and authenticity
- Perform pre-onboarding, onboarding and manage basic account management requests on behalf of SMB Account Managers
- Assist customers with inquiries by providing consultative recommendations and help identify any opportunities to upsell Httpool solutions that will enable customer success
- Provide creative suggestions on how to improve their advertising campaigns or product portfolios to make it more engaging with their target audience
- Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to Httpool Data Protection Policy
- Be an effective Subject Matter Expert of Httpool SMB Products and provide local market & language expertise to improve overall product support experience and drive customer success
- Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
- Escalate and file tickets for all technical issues and product bugs to Httpool SMB Product team and follow up to ensure timely resolution to our customers issues
- Successfully performs against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics
- Perform other duties as assigned by SMB Customer Support Program Manager
Minimum Qualifications
- Fluent in Khmer or Bangla & effectively bi-lingual in English is an advantage
- Minimum two (2) years of relevant work experience in customer service, sales support, call center, web design, advertising, e-commerce, technology products or SaaS related industry
- A working understanding of e-commerce, online advertising or social media principles and support elements is required
- Basic knowledge of creative / design softwares such as Canva, Adobe Photoshop & others
- Self-motivated and able to work autonomously
- Detail-oriented and able to manage multiple tasks effectively
- Passion for helping small businesses with Ads platforms and technology
- BA/BS degree or relevant qualifications preferred but not required
#HTTPOOL
