Customer Support Specialist I

About the Team

The Customer Support team is dedicated to the progression of our publishers through the Sovrn onboarding & product integration journey. We offer technical support, documentation, ad operations, account management, & hands on implementation guidance.

About the Job

As an Entry Level Specialist, you will be working directly with website publishers as well as the sales and accounts teams to triage internal and external support tickets.  You will be responsible for understanding basic account requests and eventually, technical support requests. 

What You’ll Be Doing: 

• Customer Support, Product Support, Technical Support, and Network Quality communications with customers and requests of varying degrees of complexity 
• Referencing & contributing to our knowledge base
• Working out of multiple & disparate platforms and UIs
• Looker and data dashboard analysis
• Constant industry learning
• Simple data queries 
• Ability to read, organize, and analyze data sets and provide recommendations
• Develop and document standard operating procedures for new processes
• Product Integrations of varying difficulty
• Escalation to tier 2 support with clear and concise communication
• Long-tail customer success outreach

About You

You have a high motor and are able to get the job done without micromanagement. You are comfortable with change and can evolve as you learn. You are adaptive, positive, intuitive and can manage multiple competing priorities. And above all else, you have empathy for the customer. You dream big and want to grow with a growing company! You may have interests outside of support, but want to get started in tech!

The successful candidate will have:

• Customer service experience working in a support specialist or service desk position or restaurant / bar industry
• Familiarity with Mac OS
• Google office suite proficiency
• Strong verbal and written communication skills
• Strong problem solving skills with creative approaches.
• Growth Mindset: We are a growing company and need people who will take initiative, fail fast, and learn from their mistakes  to be successful in the role. 
• Superb organizational skills,  strong attention to detail, deadline-driven and punctual.
• Dangerous curiosity, not afraid to ask questions, learn about our business, our technology, our open roles, and what makes Sovrn a great place to work.
• The skills to work independently but to also ask for help, direction, clarification when needed.
• Teamwork and communication
• Ability to organize, multi-task, and prioritize effectively in a fast-paced environment
• See obstacles as opportunities
• Strongly value learning
  

Bonus Points:

• Computer science background
• Google Ad Manager experience 
• Basic HTML, CSS, JavaScript, SQL knowledge
• Any other computational language knowledge a plus
• Experience in programmatic advertising on the supply or demand side

This position reports to: Customer Success / Support Manager

Location: Boulder, CO

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of accountability impact, and the ability to thrive in a fluid and collaborative environment. We expect you to learn new things in this role, and we encourage you to apply if you are committed to taking on a new challenge and just need a place to get started!

About Sovrn

Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow, operate their business, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Francisco, New York, and London. 

With 10,000 customers deploying one or more products across 30,000 websites, Sovrn reaches 200M consumers across more than 3.5B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.

Sovrn Core Values: Candid, Customer Empathy, Learning, Scrappy, Second Order Thinking

Compensation and Benefits

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate compensation range for this role in Boulder, Colorado is $43,000 to $58,000. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills and certifications, and location.

Sovrn offers a full slate of benefits from competitive salaries, stock options, medical, dental and vision coverage, short and long term disability, life insurance, 11 paid holidays, flexible vacation, commuter benefits, a 401(k) plan and match, and a paid parental leave program.

Equal Opportunity Employer 

Sovrn is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. 

Recruitment Agencies

Sovrn does not accept agency resumes. Please do not forward resumes to our jobs alias or Sovrn employees. Sovrn is not responsible for any fees related to unsolicited resumes.