Customer Support Specialist

Ezoic

Carlsbad, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/08/2021
  • Website: ezoic.com
  • Company Address: 6023 Innovation Way, Carlsbad, CA, 92009

About Ezoic

Ezoic is an award-winning end-to-end platform for digital publishers and website owners that helps them improve revenue, traffic, SEO, website speed, infrastructure, regulatory compliance, and more.

Ezoic is a Google Certified Publishing Partner. We help our platform users leverage sophisticated tools and technologies to help make smarter decisions about their digital properties at scale.

Job Description

As a Customer Support Specialist, you will drive business success by growing relationships with Ezoic’s publishers through real-time support and exceptional customer service. This role involves interacting with website owners and Publishers as well as various stakeholders responsible for tactical execution. You communicate with confidence and will need empathy, persistence, problem-solving, focus, and passion for customer satisfaction. The position also involves educating publishers on our solutions and value propositions and supporting them as needed.

Specific Responsibilities:

    Answer urgent customer queries using all available channels (including live chat and ticketing system)
    Use, review and update support documentation to support customer queries
    Collate customer feedback and work with Ezoic’s leadership to prioritize product enhancements
    Manage and ensure support shifts are covered by all members of the team
    Work cross-functionally with sales, business intelligence, engineers, and product teams to ensure optimal support and use of the platform
    Contribute to Ezoic's ongoing development in various functions including product development, marketing, operations, support, partnerships, and more


Ideal Candidate for the role:

You’re LOVED by Ezoic publishers for your quick and knowledgeable assistance in using the platform. You're naturally curious and excited about learning and improving. You have a long-term view and look for opportunities to contribute to Ezoic's growth and development. The ideal candidate is a problem-solver, great communicator with strong analytical ability to translate data into actions and results. Finally, you are a self-starter. You are eager to take on all challenges and opportunities that come your way.
Desired Skills / Experience:
BA/BS degree required
Exceptional communication abilities, written and verbal
Resourceful and able to think strategically about complex issues both big and small
Enthusiastic, patient, and accountable
Team first approach but also able to work individually
Fluency in Spanish is a plus
This is a full-time position with 3 days in the office and 2 days remote (including 1 weekend day remote)
Tuesday - Saturday or Sunday - Thursday.

Working at Ezoic:

Here at Ezoic, we have a work-hard play-hard mentality. We trust our employees to get their jobs done and provide them with unlimited PTO, flexible working schedules, 20 hours of paid volunteer time off, and complete autonomy in their role. Pre-covid, our open-concept office facilitated communication and socialization across departments, provided catered meals twice a week, beer and kombucha on tap, a working gym with a Peloton bike, and video games galore!
Our company follows Holacracy, an organizational structure where everyone has the ability to be involved in business decisions and team strategy regardless of tenure.
We want people to feel like they can be themselves, be innovative and creative, and be excited to be an integral part of a fast-paced, growing team!
Benefits include salary, monthly bonus, 401k matching plan, health insurance, and being part of an awesome company!
If you're looking for a place that focuses on data-driven execution with no bureaucracy, politics, or anything else that doesn’t make sense, Ezoic is the right place for you.
We strive to test, learn, and improve, continuously developing our technology and growing relationships with our platform users. Our office environment is relaxed, casual, and fun, but hard-working.

About Ezoic:

Ezoic, a VC-backed Google Certified Publishing Partner, is an easy-to-use, yet incredibly sophisticated machine learning platform that allows digital publishers to automatically test content, layouts, and ads to enhance user experience and increase digital revenue. The Ezoic Ad Tester solution won the Google Business Innovation Award in 2016.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.