Publisher Support Manager

Freestar•Chicago, IL

8d•Remote

About The Position

About Freestar: Freestar engineers cutting-edge monetization solutions for websites. By combining industry-leading technology, data, and massive scale, we enable busy site owners to seamlessly maximize revenue while freeing themselves of the hassles of ad operations. Publishers then have more time to do what they do best: create content. Job Summary: Reporting to the Director or Associate Director of Publisher Support, our Publisher Support Managers are AdOps experts who are the first point of escalation for our Customer Support Managers and Yield team as we work to fulfill the needs of our publishers. From troubleshooting ad tag implementations to hunting down bad ads, Publisher Support Managers play a central role in a successful relationship with our publishers. As a core member of our support team, you need to keep a cool head in spite of “fire drills” going on all around you. The key pillars of our Publisher Support team are: Attention to Detail. A lot of your day will be spent following client specs and delivering on those. A rogue 300x600 where only a 300x250 should have been delivered is no bueno. Analysis. You’re going to be looking at a lot of data, so you need to be comfortable with navigating through and combining data sets Flexibility . You will manage multiple requests simultaneously, prioritizing them calmly while ensuring every voice is heard. Product Knowledge . Utilize the tools the company affords you to learn what is going on at Freestar, but also have the willingness to keep up with our constantly changing industry. Technical Comfort . A strong background and comfort with AdOps, Yield, and ad serving. Reading ad code and troubleshooting technical issues should be second nature to you.

Requirements

3-5 years (minimum) Advertising Operations/Publisher Support experience
Available to work in EST or PST time zone
Comfortable troubleshooting HTML, CSS, and basic JavaScript
Experience with direct sold campaigns, programmatic, PMPs, and header bidding
Expert knowledge of Google Ad Manager (GAM); strong understanding of Excel, and Google Products
Experience in finding the source of bad programmatic ads
An advanced understanding of the programmatic advertising world
Excellent written and verbal communication

Nice To Haves

A passion for writing and maintaining technical documentation
Internal motivation with a strong sense of urgency to drive projects to completion
Strong organizational skills with the ability to navigate multiple competing priorities
Professional maturity, aptitude, and confidence
Teamwork, interpersonal and relationship-building skills, with the ability to lead by influence and example

Responsibilities

Address cases in the support ticketing system and escalate any complex issues to the Support Engineering team
Demonstrate strong written communication by providing clear, constructive feedback/instructions in tickets, and resolve issues promptly with a positive, solutions-focused attitude
Maintain the sterling reputation of the support team through thoughtful, positive communication with all other internal teams at Freestar
Work directly with the onboarding team to set up and QA new publishers as needed