Publisher Support Specialist

the Opportunity•New York, NY

4d•Remote

About The Position

The Publisher Support Specialist will join a growing team at a digital advertising technology company that helps independent website owners, bloggers, and content creators monetize their websites through advertising. The role supports publishers and clients by troubleshooting issues involving websites, publisher accounts, advertising technology, and monetization. It is suited to someone with experience in publisher support, ad tech, website support, or high-volume client services who enjoys helping clients succeed in a fast-paced environment.

Requirements

1–2 years of relevant professional experience in client-facing support, customer service, technical support, or a similar role.
Experience supporting publishers, website owners, bloggers, digital advertising clients, or related customers.
Previous experience managing a high volume of support tickets using a platform such as HubSpot or Zendesk.
Strong troubleshooting and problem-solving skills, including the ability to resolve issues independently or route them to the appropriate team.
Excellent written communication skills and the ability to handle challenging client interactions professionally and calmly.
Resilience and the ability to remain organized and effective in a fast-paced, high-volume environment.
Curiosity, adaptability, and a genuine interest in learning new technologies and developing professionally.
A completed degree is required.
Must be authorized to work in the U.S.; the position is not eligible for sponsorship.

Nice To Haves

Experience supporting publishers or clients within an ad management company, supply-side platform (SSP), or advertising technology organization.
Experience assisting WordPress users, independent website owners, bloggers, or digital content creators.
Experience working through a ticket queue, troubleshooting issues, and coordinating with internal teams to resolve customer problems.

Responsibilities

Manage a high volume of incoming publisher support requests through a ticketing system.
Troubleshoot and resolve issues related to websites, publisher accounts, advertising technology, and monetization.
Communicate clearly, professionally, and empathetically with clients, including those experiencing frustrating or time-sensitive issues.
Identify issues requiring escalation and coordinate with appropriate internal teams to drive resolution.
Maintain accurate ticket documentation and follow through to ensure a positive client experience.
Adapt to changing priorities and increased support volume during peak business periods.
Identify recurring issues and opportunities to improve support processes and the publisher experience.