Product Support Specialist
Upwave is the Brand Intelligence Platform. We make brand marketing more impactful.
Upwave plans, measures, and optimizes brand marketing. We provide a software & data platform to the world’s largest brand marketers.
Our customers are Fortune 500 companies across multiple verticals - including CPG, food & beverage, consumer technology & telecom, and financial services - as well as the world’s largest advertising agencies and media platforms.
We are unapologetically supportive of brand advertising, and work hard every day to prove its value; we know if companies can measure the value of those dollars, they’ll spend more. Brand advertising pays for not only the movies we watch and music we hear, but the journalism we read and the information we access. In short, brand advertising supports the free flow of information through society. So, we’re proud to be the first company dedicated to using data science to show enterprises the true effectiveness of their brand spend.
We are backed by leading venture investors (Y Combinator, Uncork Capital, Bloomberg Beta, Initialized Capital, PivotNorth, Ridge Ventures, Industry Ventures, Conductive Ventures,) and leading MarTech founders & CEOs.
We’re a humble but ambitious team that takes its work seriously but never ourselves. Come join us.
Upwave is seeking a product support specialist to manage our email-based product support and our online knowledge base. We are looking for a good writer who will be a power user of our product, and support our users through documentation and responding to questions. This role will blend software product support with knowledge based authoring and management.
The ideal candidate is an individual that has experience providing email or chat support for a complex ad tech product. The role requires excellent written communication skills and experience in advertising technology.
What you will do:
As the product support specialist, you will drive how users experience the Upwave software platform:
- Respond to product support questions sent through our self-serve dashboard
- Escalate questions when needed
- Manage our Knowledge Base, writing and updating articles to address frequent sources of confusion within the dashboard
- Own communication with our customers throughout their full implementation lifecycle. This includes tag generation, reporting, and advanced troubleshooting.
- Handle inbound queries from our customers that range from general knowledge (that could be directed to our knowledge) to more expert support that requires a deep investigation and understanding of our product.
- Serve as the liaison between our customers and our Internal Ops team to progress Ops-related tasks. Expertly coordinate those tasks using our Task Management tool to optimize Time Filed vs. Time to Completion.
- Be an advocate for our customers through customer education. Not only answering questions, but guiding customers on our features/capabilities so they become experts and educators themselves on the Upwave product.
- You have knowledge of the advertising industry
- You have excellent written communication skills
- You have knowledge of basic technologies of the Internet
- Multitasking master
- Extremely organized with high attention to detail
- Analytical minded, able to cognitively compare, analyze, and interpret numbers to tell a story
- Experienced with Excel (basic formulas, pivot tables, vlookups, etc.)
- Experienced with tagging and ad servers a plus
Bonus Points:
- You have worked in an ad operations role
- You are comfortable with basic statistical analysis
Upwave is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
