Product Quality Associate

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Job Title: Product Quality Associate
• Location: Greater Toronto Area (Remote)
• Reports To: Head of Partnerships and Accounts

Vantage is seeking a Product Quality Associate to provide tactical, cross-functional support for technology implementation projects across our retailer clients. As a Product Quality Associate at Vantage, you will be responsible for maintaining product features and workflows currently used by our retail partners. The primary objective is to deliver a top-tier client experience that is transparent, efficient, and pragmatic. This includes proactively managing client issues, coordinating communication with client partners and their advertising suppliers (Brands), and managing support channels, setting timelines, and expectations.

Responsibilities

• Ticket Management: Coordinate the completion of support tickets.
• Client Support: Assist the Account Management team with updates and outbound communications.
• Product Insight: Serve as the voice of the client, identifying pressure points and informing product management and engineering of client feedback and enhancements.
• Technology & Tool Maintenance: Help maintain and troubleshoot customer service tools and software, ensuring they function properly and are up-to-date.
• Collaboration with Digital Product/Vendors: Collaborate to resolve technical issues impacting the customer experience.
• Process Support & Optimization: Assist in monitoring and improving customer service processes, workflows, and systems to ensure smooth daily operations.
• Identify Inefficiencies: Identify inefficiencies or pain points in the customer experience journey and propose solutions.
• Cross-functional Collaboration: Work closely with product, engineering, ad operations, and accounts teams to ensure customer service teams have the necessary resources and SLAs are followed.
• Support Training Programs: Contribute to the development of customer service training programs and materials.
• Documentation & Knowledge Base Management: Assist in maintaining internal documentation and knowledge bases for accounts and customer service teams, ensuring up-to-date FAQs and process guides are available.
• Create Client Resources: Contribute to the creation of client-facing resources that empower associates to resolve inquiries independently.

Requirements

• Experience: 2-3 years of experience in Customer Success, ideally within an agency setting and working with enterprise clients.
• Client Management: Comprehensive understanding of the social media landscape and client management.
• Paid Media Knowledge: Proficient knowledge of paid media (Google, Meta, Pinterest Ad Platforms).
• Trouble Ticket Management: Familiarity with trouble ticket management applications.

Application Instructions

• (Information regarding application instructions is missing from the provided job description.)

Company Information

• (Information regarding company information is missing from the provided job description.)