Customer Service Specialist, Sovrn
£30-40k
Advertising tools & services for content creators
Be an early applicant
Advertising tools & services for content creators
101-200 employees
Be an early applicant
£30-40k
101-200 employees
Company mission
To empower independent content creators and publishers to grow their businesses and achieve the attention they deserve.
Role
Who you are
- Experience in customer service, specifically in a support specialist or service desk role
- Proficiency with Mac OS and Google Office Suite
- Comfortable handling repetitive tasks while maintaining accuracy and efficiency
- Strong verbal and written communication skills
- Innovative problem-solving skills with a creative approach
- Growth mindset with willingness to take initiative, learn quickly, and adapt to challenges
- Exceptional organizational skills, meticulous attention to detail, ability to meet deadlines, and punctuality
- Dangerous curiosity, with a willingness to ask questions and learn about the company, its technology, and what makes Sovrn an excellent workplace
- Ability to work independently, while also seeking help, direction, or clarification when necessary
- Strong team player who builds positive cross-functional relationships
- Capability to manage multiple tasks and prioritize effectively in a dynamic environment
- Views challenges as opportunities and values continuous learning
Desirable
- Background in Computer Science
- Experience with Google Ad Manager
- Proficient in basic HTML, CSS, JavaScript, and SQL
- Additional knowledge of other programming languages is beneficial
- Experience with programmatic advertising or affiliate marketing, either on the supply or demand side
What the job involves
- As a Customer Support Specialist I, you will be working directly with a diverse range of publishers and content creators - spanning web, mobile, CTV, and influencer channels - as well as our sales and accounts teams, to manage both internal and external support tickets
- Your responsibilities will include handling basic account inquiries and, over time, advancing to address technical support requests
- This position is pivotal in ensuring effective communication and problem resolution
- Communicate effectively with customers, addressing requests that range in complexity across Customer Support, Product Support, Technical Support, and Network Quality
- Utilize and contribute to our Knowledge Base to enhance information sharing and support efficiency
- Navigate and operate across multiple diverse platforms and user interfaces
- Analyze data dashboards and publisher data using tools like Looker and MySQL to derive actionable insights
- Stay updated with industry trends and developments to continuously enhance your knowledge and expertise
- Develop and document standard operating procedures for newly implemented processes
- Handle the management of product integrations, accommodating various levels of complexity
- Escalate issues to higher support tiers effectively, ensuring clear and concise communication
- Perform customer success outreach to engage with our longtail segment of publishers, aiming to enhance their experience and satisfaction
Application process
- This posting will remain open until filled
Salary benchmarks
Our take
The monetization of online content creation can be very lucrative but requires time, resources and expertise outside of writing. Passionate writers who focus on storytelling and creating inspiring content may waste valuable time attempting to develop their business, and hiring somebody to do this is often too expensive for independent writers.
Sovrn tackles this in a smart way by providing writers with simple-to-use tools that take the stress out of monetization. It works with publishers and advertisers to provide opportunities to passionate writers, allowing them to focus on excelling at their job rather than dealing with distribution, monetization and operations - all of which Sovrn is able to handle.
The startup claims to be able to drive higher revenues and scale a publishing business, at the same time as allowing writers to focus on what they do best. It has seen significant investment that will enable it to pursue acquisitions and support the further expansion of its platform with more capabilities to be added in the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2022
$35.6m
LATE VC
Jul 2022
$36m
SERIES C
Total funding: $132.6m
Company benefits
- Work at a company that values your strengths. See the results of your actions. There are no barriers at Sovrn
- First-class health benefits, wellness options, and a host of life-improvement perks that help you be the best you
- Retirement benefits, 401k matching, and stock options show we’re equally dedicated to financial health
- In-house barista, catered lunches and breakfasts
- Volunteer opportunities
- Flexible vacation and a focus on mental and physical health mean you’ll have time for life outside the office
- Learn new skills. Pursue great ideas. Take on new opportunities and thrive in a workplace that rewards your efforts
Company HQ
Boulder, CO
Leadership
Walter Knapp
(CEO)Having studied at the University of Colorado, they worked as a Partner at Cambridge Technology, and Novell Ventures for a combined 6 years. They worked as SuSE Linux at Novel, COO of Lijit Networks, and COO of Federated Media Publishing before leaving in January 2014 to found Sovrn.
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