Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.

Who We Are:

Twitter’s Customer Success team provides best-in-class support for our most valuable small and medium business advertisers, increasing retention, revenue, and satisfaction. We are part of the Small and Medium Business Ads team (SMB), which is focused on building and scaling our self-serve advertising business through a combination of data, engineering, marketing, customer acquisition, and customer service.

What You’ll Do:

• Manage several hundred active customers and agencies through email and phone support

• Resolve customer questions and troubleshoot an array of issues related to account setup, campaign performance and optimisation, billing, advertising policy and technical issues

• Educate and consult to demonstrate how to use Twitter’s advertising products, best practices, how to develop effective campaigns

• Execute, optimize, and analyze advertising programs using internal tools and dashboards

• Resolve campaign issues in a timely and productive manner, identifying and implementing process improvements

• Identify proactive opportunities within your account set to provide suggestions that will increase customer satisfaction and revenue

• Mentor and onboard new team members

• Collaborate cross-functionally across the SMB team to improve the entire customer life cycle

Skills & Requirements:

• Excellent verbal and written communication in both English and French and comfortable with online communication tools.

• Ability to work quickly and accurately in a fast-paced, deadline-driven environment

• Highly self-motivated and well-organized

• Detail-oriented, focused, motivated, able to adapt to an ever-changing environment

• Ability to multitask, prioritize among many demands and work with minimal supervision

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

• Data-driven, technical, proactive and curious

• A passion for technology and problem solving

• At least 3 years of work experience 

• Experience using Salesforce CRM tool

• Experience with content review, policy and/or enforcement

• Expertise in Excel, data analysis, and modeling

• Experience working in a customer/client-facing environment

• Experience with online advertising, analytics and social media

We care about making work happy and productive for everyone, with a permanent option to work remotely or regularly work from home when our offices reopen; a home office expense budget; wellness benefits; regular #NoMeetingFridays; and six months of parental leave. 

A few other things we value:

• Challenge - We work with Twitter's product and standards teams to solve some of the industry’s hardest content problems. Come to be challenged, learn, and thrive as a curator.
• Diversity - Diversity makes us a better organization and team. We value diverse backgrounds, ideas, and experiences.
• Work-Life Balance - We work hard, but we believe with hard work should come balance.We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

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