account Support specialistSupport Shepherd

Position : Account Support Specialist
Working Hours : TBA
Holidays : TBA
Salary range : 900 to 1500 USD
ABOUT THE COMPANY:
We are venture-backed experiential partnership platform helping advertisers engage and acquire new customers via event and venue partnerships at-scale. offers turnkey sampling programs as well as the ability to activate on-site for brands with field teams or agencies that want to engage directly with 230M+ consumers. With smart targeting, centralized contracting, payment and logistics, customers include Google, DoorDash, Pepsi, General Mills, Mondelez, and more, are saving countless hours and driving measurable ROI.
A DAY IN THE LIFE:
Maintaining communications with customers and organizers in current campaigns to ensure that their needs are met
Responding to customer inquiries and resolve issues through various channels, including email, chat, and phone
Support Account Coordinator and Account Managers in developing and implementing account strategies to achieve client objectives and maximize client satisfaction
Manage and process billing activities accurately and in a timely manner
Collaborate with finance and accounting teams to ensure billing compliance
SPECIFIC DUTIES AND RESPONSIBILITIES
Support and partner with Account Coordinator and Account Manager on multiple accounts
Oversee the offer acceptance workflow including making calls, emails, and sending SMS to Organizers to accept offers in a timely manner
Ensure and maintain Organizer profile's so that their organization's contacts, billing, and logistics information is accurate at all times
Track and coordinate all aspects of program execution including shipping, printing, and communicating with Event Organizer's on how programs should be executed
Become an expert at using our product and make recommendations for improvements
Host campaign debriefs to understand the effectiveness and make recommendations for future events to drive sales
Learn strategies and ways to expand and grow our Event Organizer accounts
Communicate client strategies and goals to internal teams to help acquire more supply where it is needed
Document daily activity in the CRM
Become an expert on converting early customers to power users of our platform
Ensure all event logistics are accurately and effectively communicated to the customer teams
Provide input on ways we can streamline processes and execution
Quality check product to ensure all aspects of product function properly and are as intuitive as possible
Correspond with event organizers to ensure prompt responses and manage customer support tickets ensuring they get closed in a timely manner
Proactively troubleshoot bugs and eliminate waste from our systems
Navigate an ambiguous, low oversight role and thrive in uncertainty by applying a bias towards proactive problem solving
Requirements
At least 1-2 years of previous experience in a similar position in customer success and/or account management
Strong attention to detail, organized and driven
Ability to meet strict deadlines
Ability to work in a fast-paced environment
Exceptional professional communication skills, having strong english for oral and written, both to the internal teams and clients
Passionate about improving our user experience and relations
Must be a self-motivated individual with an entrepreneurial mindset
Team player that has a can-do-anything mentality
Strong understanding and experience in Microsoft Excel and Google Sheets with creating formulas and processes (Vlookup, Sumif, Countif, etc)
Strong understanding and experience using the G Suite
Previous experience working in the events industry or coordinating partnerships (*bonus if you have experience coordinating event sponsorships)
Previous experience with Asana or other Project Management tools is a plus
Support Shepherd

Manila City, Metro Manila
Permanent
Full-time