Digital Marketing Operations Specialist

As a key member of our Customer Success team, you will play a pivotal role in supporting our customers worldwide. This full-time, permanent remote position offers an exciting opportunity to work with a dynamic software company that empowers marketing teams at top brands and agencies.

The ideal candidate will possess excellent communication skills, both verbal and written, as well as the ability to manage customer relationships with professionalism and high ethical standards.

You will be responsible for providing high-quality digital marketing support, handling customer inquiries, and logging support tickets. Additionally, you will develop consultative relationships with assigned accounts, conduct training sessions, and ensure consistent customer engagement and satisfaction.

To succeed in this role, you should have a minimum of 2 years of experience in customer success, account management, or B2B client service. You should also be proficient in relevant Google Suite and Microsoft Office software.

If you are a motivated and organized individual with excellent interpersonal skills, we encourage you to apply. This role offers growth potential for the candidate to take on Account Management responsibilities after gaining sufficient product knowledge and experience.

• Provide high-quality digital marketing support to our customers globally.
• Handle inbound and outbound customer service activities via live chat, email, phone, and Zoom.
• Respond to customer inquiries about product details, technical support, billing issues, and more.
• Log support tickets corresponding to customer-reported incidents. Update and track the status within the ticketing system.
• Gather customer feedback on reported issues. Liaise with the relevant departments for resolution.
• Develop a consultative relationship with assigned accounts, conduct training sessions, and ensure consistent customer engagement and satisfaction.
• Assist with onboarding and training new customers, and maintain those working relationships to ensure customers effectively utilize the platform and adhere to best practices.
• Prepare periodic reports for the management team.

• Minimum of 2 years in customer success, account management, or B2B client service experience.
• Experience with ticketing and live chat support.
• Excellent verbal and written business communication skills in English. Fluent English is preferred.
• Excellent interpersonal skills; comfortable and proficient in customer interactions.
• Ability to uphold customer relationships, professionalism, and high ethical standards.
• Ability to manage customer escalations and challenging interactions in a calm and dignified manner.
• Ability to liaise with various internal teams to resolve customer-reported tickets.
• Advanced proficiency in relevant Google Suite and Microsoft Office software.
• Excellent organizational skills with keen attention to detail.
• Good time management and the ability to prioritize effectively.

• Experience in software support (especially SaaS).
• Familiarity with ticketing systems such as Zendesk.
• Experience with CRM software (e.g. Salesforce, Hubspot, Pipedrive).
• Account management experience with a focus on client relations.
• Technological adeptness.
• Knowledge of SEO, PR, and Digital Marketing.
• University degree.
• Outgoing, sociable, and engaging.

This role offers growth potential for the candidate to take on Account Management responsibilities after gaining sufficient product knowledge and experience. We value potential as much as experience and encourage applications from outstanding individuals who may not fulfill every requirement listed in the job description.

A competitive market rate based on qualifications and experience. Salary will be paid in US dollars.

We empower marketing teams at many of the world's top brands, publishers, and agencies with our comprehensive suite of marketing automation software products. Our products are trusted by thousands of professionals across 57 countries.

With significant investments in AI, automation, and new product development, we are strategically positioned for sustained growth and ongoing demand for our products in the near future.