Partner Success Assistant - Remote

Overview

The Partner Success Team drives Publisher activation and ensures high satisfaction within the Awin network. The Publisher Success Management team is responsible for maximizing publisher activation and satisfaction within the network. As the Publisher Success Lead, you will lead a team dedicated to the delivery of network optimisation and best in class service. You make sure that any barriers to team growth are removed. You also work closely with the Head of Publisher Success, reporting on the team successes and challenges. As an expert in this primary industry you are the driving force of an organisation wide industry team. By working closely with all the disciplines of the organisation, you know how to join forces and take the sector to a higher level.

In Short

• Act as the primary point of contact for Publisher inquiries utilizing our ticketing system.
• Maintain accurate records of customer interactions, feedback, and reported issues.
• Promptly escalate time-sensitive or urgent topics to the 2nd Level Support.
• Ensure timely resolution of queries within defined SLAs.
• Proactively engage with Partners to communicate any ad-hoc issues or updates.
• Provide assistance to senior team members in ad-hoc tasks and projects.
• Schedule work shifts according to query and chat demand.

Requirements

• Strong problem-solving skills to analyze customer issues.
• Strong command of business English; proficiency in additional European languages is advantageous.
• Empathy towards customer concerns and patience in resolving issues.
• Able to multitask and handle multiple customer inquiries simultaneously.
• Adaptable to new processes, tools, or systems quickly.

Benefits

• Flexible four-day work week with full pay.
• Flexibility to work from various locations.
• Life assurance, travel insurance, and private health insurance.
• Support for mental and physical well-being initiatives.
• Access to extensive training and development opportunities.
• Monthly allowance for remote workspace costs.
• Peer-to-peer appreciation program.