Customer Support Manager, AdQuick
$60-70k
Out-of-home advertisement platform
Open for applications
Out-of-home advertisement platform
21-100 employees
Open for applications
$60-70k
21-100 employees
Company mission
To empower everyone to put their message into the world by removing all barriers to out-of-home (OOH) ad buying, with a powerful platform that’s a delight to use.
Role
Who you are
- 3+ years of B2B/B2C Saas customer support
- Experience in OOH, advertising, or marketing disciplines is a plus
- High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk, Intercom) CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel
- Strong interpersonal and organizational skills
- A bachelor's degree
- Tech savvy: you are a power-user of the platform and can demonstrate all aspects of the platform to customers
- Customer obsessed and an expert in the customer experience: you can think ahead of your clients’ wants/ needs and can quickly problem solve
- Detail-oriented and have a proclivity to think ahead and outside of the box
- Versatile and able to adapt in a rapidly changing environment
- Scrappy: you’re able to balance individual work, cross-team collaboration and project management
- Data-driven and analytical
- Ambitious and a go-getter
What the job involves
- The Customer Support Manager leads the customer support department, ensuring superior service delivery and high customer satisfaction
- This role involves managing daily operations, developing effective support strategies, and fostering a productive team environment
- The Customer Support Manager is responsible for both the performance of the support team and the continuous improvement of support processes to align with organizational goals
- Platform and account support for AdQuick Suppliers and Agency users as well as platform superusers
- Complete lifecycle for media owner and agency onboarding - setup, prep work, onboarding sessions, maintenance calls
- Office hours support for ad hoc user troubleshooting
- Prioritizing user product asks and relaying to product team in weekly meeting
- Fielding and prioritizing platform bugs/fixes to engineering via our support/ticketing system
- Monthly update and additional training to agency users on product updates/changes
- Lead on building out user FAQs, onboarding and user support materials
- Rebuild AdQuick certification program for suppliers and agency users
- Oversee the day-to-day operations of the customer support department, ensuring efficient workflow and prompt resolution of customer inquiries
- Respond to and resolve escalated customer support issues, ensuring positive outcomes and customer retention
- Develop, implement, and revise customer support policies and procedures to enhance service quality and consistency
- Set clear team goals, monitor progress, and report on key performance metrics to senior management
- Monitor and analyze support statistics, customer feedback, and trends to identify areas for improvement and implement solutions
- Collaborate with other departments to ensure a seamless customer experience and consistent messaging
- Stay current with industry trends, company products, and best practices to continuously enhance team performance and customer satisfaction
Our take
Out Of Home (OOH) advertising is one of the oldest forms of marketing, and as a result, the process of planning, buying, and managing it can feel outdated. Not only does this lead to a lack of digital data on campaign success, but it also makes it difficult for advertisers to connect with OOH media owners.
AdQuick provides an OOH advertisement platform, helping to connect advertisers with OOH media owners to facilitate the launching of campaigns in as little as 48 hours. The platform also integrates all campaigns with robust datasets to facilitate analytic solutions on any scale, in addition to offering a marketing toolkit for overall OOH back-office management.
By recognising the gap in the market, AdQuick has attracted investment and is now partnered with 1700+ media owners across 40 countries. It has an impressive customer list, including Lyft, Amazon, H&R Block and the NFL. Moves to integrate AI into its offering with its adtech assistant product will further increase its appeal to advertisers going forward.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-22% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2020
$6m
SERIES A
Jul 2018
$2.1m
SEED
Total funding: $9.2m
Company benefits
- Unlimited Vacation Policy
- Bi-annual Company Retreats
- $100/month Personal Improvement Budget
- Work Remotely or In-office
- Health & Dental Insurance
- Named to Best Places to Work by LA Business Journal
Company HQ
Venice, Los Angeles, CA
Leadership
Chris Gadek
(CEO)Chris joined AdQuick in 2018 as a VP of Growth, becoming CRO in 2024 and CEO later that same year. Prior to AdQuick, they were the Head of Technical Growth & Marketing at Eden, Director of Growth and VP of Growth & Marketing at Doorman, and a Marketing Operations Manager at Anaplan and E2open.
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