Twitter’s Ad Operations team serves as the primary support contact for advertisers and the global sales organization.  As the Twitter Ads business grows, we are expanding our team and evolving internal processes and tooling to ensure continued delivery of prompt, helpful responses to support requests.

As an Ad Operations Support Specialist, you will answer questions related to our ad products and troubleshoot an array of issues related to campaign setup, performance and more for internal Sales and advertisers or agencies. You will delight our internal and external customers by providing prompt and thorough support that addresses their issues. You will continually analyze your workflow and proactively identify opportunities to drive efficiencies by evolving internal processes.  

You will serve as a conduit for product feedback, driving awareness and attention to common questions and friction points. You will drive and/or contribute to cross functional projects that elevate the Support team’s effectiveness through improved or new tooling, processes and reporting as well as launching innovative new support channels and methods.

You are passionate about technology and have a demonstrated ability to learn quickly and work effectively in fast-paced, rapidly changing environments.  You are detail-oriented and capable of quickly learning and applying technical concepts. You exhibit a proactive, can-do spirit and approach your work with vigor and determination.

Responsibilities:

• Respond to inquiries in a prompt, clear and helpful manner

• Manage workflows to meet and exceed defined service level agreements

• Monitor patterns and proactively surface proposals to improve quality, productivity and efficiency

• Manage initiatives effectively to meet agreed upon deadlines and achieve measurable targets 

• Write clear and helpful content to address common questions and issues

• Collect and document issues and feedback for the product management and engineering teams

• Understand relationship between support efficacy and business performance; identify and drive new solutions to optimize

• Apply data on quality and productivity to guide daily execution and inform process innovation

• Fluent in both English & Japanese (written & spoken)

• Able to handle urgent escalations coming from stakeholders in a professional & efficient manner

• Great communication skills & attention to detail, able to quickly become a trusted partner for cross-functional teams

• You have at least 2 years of professional experience, with 1 or more in online/user/ad operations

• Exceptionally resourceful; fearless in mining available knowledge bases to find answers

• Experience analyzing process flows and devising improvement strategies

• Intensely curious about Internet technology, advertising and analytics

• Demonstrated ability to effectively work with others

• Experience working in a customer/client-facing environment (preferred)

• Experience with online advertising, analytics and social media (preferred)

All your information will be kept confidential according to EEO guidelines.

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.