NEW JOB OPENING
PRODUCT SUPPORT OPERATIONS SPECIALIST III (SHOPPING AND ADVERTISING)
IN Remote, USA!

 

Date Posted: 11/21/2024
Hiring Organization: Rose International
Position Number: 474713
Job Title: Product Support Operations Specialist III (Shopping and Advertising)
Job Location: Remote, USA
Work Model: Remote
Employment Type: Temporary
Estimated Duration (In months): 13
Min Hourly Rate($): 51.61
Max Hourly Rate($): 55.17
Must Have Skills/Attributes: Advertising, CSS, HTML, JavaScript, SQL, Troubleshooting

 

Job Description
Description:

We consider businesses our customers on Client, as they play a big role in providing the content that helps people discover and save the things they love. We’re looking for a motivated self-starter to join our Customer Operations team and help our global advertisers, big and small, get discovered by millions of people looking for inspiration. Shopping is an important area for clients. The product specialist will own all aspects of shopping product support.

You’ll work directly with our advertisers to answer questions and solve problems, and you’ll take the insights you gain to our product and engineering teams to help make Client even better. The work you will do will drive a better user experience for our customers and ensure that Customer Operations is connected to the direction of our growing product.



Top 3 must-have skills:

Digital advertising experience (tech background preferred)

Similar support background, has worked w/ advertisers, troubleshooting campaigns, or agency background

Able to troubleshoot SQL, HTML, CSS, and JavaScript



Candidate Requirements:

BS/BA degree or 7+ years of experience required

5 years of online advertising experience, preferably in the merchant/ecommerce space.

3 years of experience working with SQL, HTML, CSS, and JavaScript (must know basics; don’t need to know SQL/etc. from end-to-end)

Ideal candidate is coming from tech background (Google, Meta, etc.)



Underlying Business Need:

Product specialist (tier 3 support model) product experts, escalations/bugs will come to this person. Expected to partner across various orgs to address bugs.

Partner w/ product & engineering to provide monthly insights, trends, improvements, feature requests, etc.

Prep teams for new product launches (training, expectations, troubleshooting, etc.)

Presenting findings to prod & eng, trainings to vendors/support specialists, Troubleshooting

Performance measured by tickets solved, bugs, escalations, following correct processes - Are bugs being closed on time, escalated properly, etc. and what insights are being shared

Will need to communicate across different orgs to push product features/requests

Part of the Shopping pod, contribute re: prod enhancement features, troubleshooting bugs

Must attend reg weekly meetings with prod & eng



What you’ll do:

• Support advertisers with solutions to unblock issues with the client’s business products suite.

• Own the end-to-end support experience for your assigned product(s)

• Represent the voice of the customer and develop insights to improve user experience

• Identify product limitations and features and perform data analysis to size, prioritize, and shape business cases for product and sales process enhancement.

• Advocate new product features and assist clients in the adoption of new products via upgrades and migrations to help them build long-term success. Provide documentation and technical guidance to ensure the technical success of clients’ integrations.

• Partner with product and engineering teams to facilitate successful execution of product launches, regress bugs and develop localized product strategy

• Responsible for ticket quality within product area, managing internal and external Help Centers, and providing ongoing education within Customer operations.



What we’re looking for:

• BS/BA degree or 7+ years of experience required

• 5 years of online advertising experience, preferably in the merchant/ecommerce space.

• 3 years of experience working with SQL, HTML, CSS, and JavaScript.

• Experience with Google Analytics, MMP’s, Python, Tableau, and Salesforce

• Experience working with, presenting to, and managing external partners/customers.

• Knowledge of measurement solutions, web analytics, eCommerce data feeds, and retail industry.

• Ability to manage multiple projects concurrently.

• Experience leading and owning cross-functional projects (i.e., PM, ENG, Sales) that improve the user experience or solve a problem within workflow tooling or user support.

• Experience advocating, negotiating, and driving results with the ability to comfortably interact with cross-functional partners, salespeople, and clients.

• Experience with triaging and troubleshooting technical products and platforms (ex. ad networks, Google Analytics, conversion tracking, APIs) for business customers with a client service mindset

• Data analysis skills to frame and break apart large business problems and effectively build business cases to advocate technical solutions
  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**


 

Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

 

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About Rose

  • Founded in 1993
  • Office Locations Across the U.S.
  • 150+ Clients: Corporations and Government Agencies
  • Employee Oriented Company
  • Challenging Assignments Across the U.S.
  • Continuous Professional Development

Working for Rose International was the most pleasant assignment I have ever had. They were always on top of situations when necessary, and very helpful. I was very proud to be an employee of Rose International, and would recommend anyone to try to work with them.

Melvon, Consultant

I had a very positive experience working for Rose. The entire process is very efficient and easy.

Joanne, Consultant

I am very happy with the Rose International, and the professionalism of the employees.

Robin, Consultant

You are customer service oriented. No matter whether it was the Recruiter or someone in Human Resources/Payroll, you were responsive. That to me is key!

Tonya, Consultant

I have been very pleased with my experience with Rose International. Everyone that I encountered was very helpful and courteous.

Stephanie, Consultant

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