Client Operations Specialist

Remote

Full Time

Entry Level

COMPANY INTRODUCTION:
Tiger Pistol is a premier local advertising platform designed to streamline and simplify localized advertising through the power of automation. With a focus on three core pillars - scale, simplicity, and performance - Tiger Pistol helps franchises, multi-location brands, and marketing resellers efficiently manage and optimize digital advertising campaigns. The platform automates complex tasks, allowing users to effortlessly execute large-scale, locally relevant campaigns across top digital channels like Facebook, Instagram, TikTok, and Amazon. This automation not only enhances the ease of use but also drives superior advertising performance, making effective local marketing accessible to all levels of expertise.

Curious? Ambitious? Every day at Tiger Pistol is a chance to succeed.

JOB DESCRIPTION:
As a Client Operations Specialist, your patience, good listening skills, attention to detail, and overall positive presence are at the core of your character and the foundation for providing an outstanding Client experience. You're our number one brand ambassador. With an undivided focus on the Client, you offer support via email replies, helping to resolve Client service issues with ease. By working with both our clients and their end advertisers, the Client Operations Specialist's expertise and communication skills are called upon and refined daily. Behind the scenes, you demonstrate your knack for organization and efficiency, managing office activities and procedures. This position can be in Cleveland or a remote-based position.

Responsibilities:

Providing email support for Clients, users, and advertisers using our technology, building sustainable relationships and trust through open and proactive communication.
Solves emergent issues and puts the Client at the center of every interaction.
Responsiveness within established service levels and with a high degree of professionalism.
Maintains adherence to ticket service level agreements.
Delivering accurate, valid, and complete information on Tiger Pistol systems and Social Advertising best practices using the right methods and tools.
Training platform users and end advertisers on product features and social advertising best practices.
Escalating issues in an appropriate manner through internal processes.
Keeping accurate records and documenting client service actions and discussions.
Actively contributing to internal process improvement initiatives
Actively participating within your team, ensuring that as a group you are achieving your individual and team KPIs.

Requirements:

Detail-oriented, self-motivated, and highly organized
Genuine care for clients and a passion for delivering positive client experiences.
Confidence and poise under pressure, particularly when working through challenging and or sensitive client issues.
Ability to show initiative, work independently, and prioritize work appropriately.
Ability to think critically and objectively.
Excellent written and verbal communication skills.
Results and team-oriented attitude.

PREFERRED EXPERIENCE:

Past success in providing chat support and handling more than one conversation at a time.
Experience with CRM software such as Salesforce or Jira
A Bachelor’s degree with 1-3 years of experience.

WHAT TIGER PISTOL OFFERS

Access to an exceptional development team
Autonomy with accountability
An empathetic culture is committed to identifying and understanding the wants, needs, and viewpoints of others
Collaborative environment to produce exceptional outcomes - where the sum of our efforts is greater than the parts
Communication with full transparency, truthfulness, and respect
Passion for supporting our clients, innovating our offerings, growing our business, developing our team members, and bettering our communities
Company-paid medical, dental, vision, and life insurance
Competitive salary & 401K
20+ days of PTO and 10 paid holidays
Hybrid work-from-home policy when based in Cleveland

Feeling passionate about the job description you just read? Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Tiger Pistol’s mission and can contribute to our team in a variety of ways, not just candidates who check all the boxes.

Tiger Pistol is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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In this role, you will be responsible for the daily satisfaction of our end advertisers as they interact with our platform and our company. This can mean many contacts coming in at one time of varied priority.

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SCENARIO 1: A customer approaches you about an error that occurred with their campaign - the error was caused by the social media platform and not our software, what is your reply?*

SCENARIO 2: While working with a customer you notice that their campaign violates a best practice for the platform they are advertising on. How would you handle this situation?*

SCENARIO 3: You are combing through your daily tasks and notice a communication that has slipped through the cracks. As a result, a deadline was missed. What would you do?*

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