Description
Mediavine is seeking a Support Specialist to join our Support team. Applicants must be based in the United States.
About Mediavine
Mediavine is a fast-growing advertising management company representing over 9,000 websites in the food, lifestyle, DIY, and entertainment space. Founded by content creators, for content creators, Mediavine is a Top 20 Comscore property, exclusively reaching over 125 million monthly unique visitors. With best-in-class technology and a commitment to traffic quality and brand safety, we ensure optimal performance for our creators.
Mission & Culture
We help content creators build sustainable businesses. From educational tools and cutting-edge plugins to ad technology that maximizes earnings without slowing down your site, our motivation is ensuring your brand and business grow in every respect.
We are striving to build an inclusive and diverse team of highly talented individuals that reflects the industries we serve and the world we live in. We are committed to creating a culture where everyone feels welcomed. We are looking for individuals that will challenge us to continuously evolve and make Mediavine the employer of choice for people of all backgrounds. We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this position.
Diversity and inclusion aren’t platitudes to us; we take them seriously. Have a look at our team and read through our blog posts to learn more about our values and to discover if Mediavine is the place for you!
Position Title & Overview:
The Support Specialist will be comfortable explaining technical issues in non-technical ways, and someone who is able to provide excellent service throughout stressful situations. Since this role will be working with publishers who may be dealing with difficult issues, we expect you to be able to empathize with them and help de-escalate situations. We’re a remote team, so experience with remote work is preferred.
Work Schedule
The Support Department works a core schedule (Monday – Friday) in order to accommodate our clients. While remote, working hours are structured to ensure coverage. Some weekends are required. There is some flexibility in your schedule but it must be pre-approved by your supervisor.
Travel
As a perk here at Mediavine we also get together in person for a department-wide retreat as well as a company All Hands retreat each year. These travel opportunities are company paid and planned in advance to enable maximum participation.
Essential Responsibilities:
Answer frequent emails via Intercom in various areas like Ad Management, Product and Onboarding
Update various spreadsheets, where every cell matters
Be available via Slack during work hours
Answer the occasional phone call
Process applications from publisher sites
Track progress and identify issues
Be a Mediavine cheerleader!
Work with your team to ensure all daily tasks are getting done
Expand your knowledge of our products through both training and practical experience
Travel occasionally to events (Optional)
Requirements
Location:
Applicants must be based in the United States
Application Deadline:
Application deadline is Monday March 13th, 2023, preliminary interviews will begin shortly after
Additional applicants can be considered for future opportunities
You Have:
Current experience providing direct customer service and/or customer support
Ability to collaborate well and work together remotely; keeping in touch when co-working on projects
Excellent time management skills with the ability to complete tasks efficiently, effectively and consistently
Proven ability to learn quickly and respond well to feedback, understanding the value of real time coaching
Ability to translate technical explanations into layman’s terms providing step-by-step directions that are easy to follow
Excellent problem solving and analytical skills
Proven perseverance when resolving customer requests
A passion for learning, sharing knowledge and commitment to ongoing performance progress
Excellent written and verbal communication skills
A strong work ethic, positive attitude and are a dependable team player
Strong attention to detail, taking your time to do things right the first time
Excellent organizational skills, ability to juggle multiple things at once
A willingness to ask questions with the goal of retained training and broadening your understanding
Bonus points for:
Technical support experience
A blog, that you publish on regularly
Experience working with bloggers in a related field
Excellent GIF skills
Benefits
Remote work environment
Travel opportunities (remember those!?)
Comprehensive benefits including 401k, Health, Dental, and Vision insurance
Learning allowance
Generous Vacation/Time off policies
Additional side benefits such as home-office upgrades, tuition reimbursement, paid gym memberships and wellness retreats, upgraded flights, cool swag and more
Company match charitable donations
Mediavine is an Equal Opportunity Employer