Job Description

• Bachelor\xe2\x80\x99s degree in marketing, communications, or equivalent experience
• 1+ years\xe2\x80\x99 experience in Demand Side Platform/digital advertising skills.
• Experience explaining key digital advertising concepts (including auctions/bidding, keyword and/or audience targeting and conversion tracking) to advertisers
• Experience calculating CTR, CPC, CPM, other performance metrics and making actionable recommendations based on those metrics
• Experience providing client services, customer support, or working with external stakeholders on shared objectives
• Excellent verbal and written communication skills (English for IND/SJO teams, Mandarin for CN, Japanese for JP)

o Ability to communicate ideas using simple language
o Ability to guide and maintain conversations. Demonstrate active listening and strong interpersonal skills. Confidence in using probing questions to gain insights.
o Demonstrate confidence and expertise through tone of voice (phone) or word choice (chat/email)

• Ability to effectively present to and confidently communicate with advertisers
• Willing to work in a diverse atmosphere and contribute to an inclusive culture.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Adheres to the provided schedule in a 24/7 environment including night shifts (rotational), shifts are decided based on business requirement with rotational 2 consecutive day off and a 5-day working week (working weekends might be required)

Are you passionate about improving the quality of Advertiser experience? Do you thrive in a fast-paced environment in which you have the opportunity to enable and influence change that drives business growth? Join our Advertising Support & Operations (ASO) Organization whose vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions both address immediate issues and unlock future business opportunity.

The Advertising Support Demand Side Platform requires relentless customer advocacy to serve as the resolution point for our advertisers on Demand Side Platform (DSP) through live and non-live mediums. As Subject Matter Expert on DSP, the DSP specialist will exhibit strong communication skills and attention to details to provide consultative support and guidance to Advertisers. The specialist should be able to handle escalations and identify root cause with a proven track record of dive-deep skills while solve for any issues. This role requires prior experience in Demand Side Platform and digital advertising to be able to confidently offer advice based on research and industry best practices while being at ease with uncertainty in complicated advertising campaigns. Additionally, the DSP specialist will execute quality audits aligned with the vision of creating the perfect Advertiser interaction to streamline process and ensure high quality. Additionally, the specialist will support standard advertiser queries based on business requirement.

The successful candidate will have a commitment to driving excellence in Advertiser experience. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.

Key job responsibilities
The Advertiser Support Specialist

• Demonstrates strong communication skills and can effectively articulate solutions or ideas to large-scale advertisers and agencies
• Strong attention to detail with proven track record of diving deep to uncover underlying issues
• Excels at bias for action, ownership, and delivers results with track record of finding inventive ways to solve issues
• Utilizes SOPs and blurbs when available and appropriate, but takes advantage of all available resources to troubleshoot advertiser issues
• Earns trust with advertisers and asks probing questions when issues are unclear or unfamiliar to ensure an accurate resolution
• Analytical and can interpret data to identify improvement areas, root causes, and formulate optimization recommendations
• Comfortable with ambiguity within complex advertising campaigns and can confidently provide recommendations based on research and best practices
• Recognizes operational gaps and reports to managers/leaders to address them
• Help develop content for DSP and train, coach associates as per business requirement
• Handle escalation, dive-deep on cases and support leads, associates
• Work on initiatives/projects to improve quality and efficiency of the process

A day in the life
The Advertising Support Specialist plays an exciting and important role for Amazon by unblocking issues and complexities for our advertiser via email and live channels. They are comfortable stepping in and handling escalations from our Advertisers. They also support with audit requirements, coaching, training and participate in programs or projects.

About the team
The Advertising Support Team is Customer obsessed and takes pride in providing exceptional support to the Amazon Advertiser. We are a cohesive and inclusive team and display the Amazon Leadership Principles in everything we do.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - KA

• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Google Ads Display certified