SoundStack simplifies audio creation, monetization, and distribution at scale to better serve creators, publishers, and advertisers. Since 2010, SoundStack has stood for the highest quality audio delivery in the industry. It has grown to a community of over 12,000 global publishers who rely on our platform everyday to upload, track and deliver audio in ways never thought possible. Our quest is to simplify, demystify and deliver audio at scale, in whichever "verse" audio is listened to today and in the future. Parent company to Live365.

SoundStack

Operations

Lead support operations at SoundStack, ensuring excellent service for enterprise customers.

• Provide frontline technical support for enterprise customers.
• Identify, document, and escalate issues when necessary.
• Ensure 100% adherence to SLAs for support requests.
• Lead and mentor the Enterprise Support team.
• Develop and implement support strategies for customer satisfaction.
• Oversee the support team's day-to-day operations.
• Serve as a senior point of contact for VIP partners.
• Identify areas for process improvement within support organization.
• Establish key performance indicators (KPIs) for support team.
• Collaborate with other departments to address customer needs.
• Recruit and onboard new support team members.
• Evaluate and implement support technologies and tools.
• Leverage customer support data for organizational insights.
• Maintain and update client documentation for transparency.
• Monitor performance of services for VIP clients.
• Conduct training sessions for customers on platform use.
• Participate in weekend and on-call support.

Director of Support Operations

Customer Support

Provide technical support for VIP partners in audio service.

• Provide frontline technical support for SoundStack’s enterprise customers via phone, email, and ticketing systems.
• Help aid in the onboarding process of VIP customers.
• Act as the primary point of contact for our VIP partners.
• Identify, document, and escalate issues to appropriate internal teams.
• Ensure 100% adherence to SLAs for all enterprise-level support requests.
• Maintain and update client documentation.
• Monitor the performance of SoundStack’s services for VIP clients.
• Provide regular updates to stakeholders and customers.
• Conduct training sessions for customers on the use of SoundStack’s platform and services.
• Participate in a shared rotation for weekend and on-call support.

Enterprise Support Specialist

• Manage the technical aspects of ad operations, including deal creation, sales channel performance, and publisher revenue performance
• Monitor and analyze marketplace performance, making data-driven decisions to improve demand partner and publisher performance
• Collaborate with internal teams such as Sales and Solutions Engineering to ensure demand partner and publisher goals and objectives are achieved
• Analyze reporting to track metrics, such as bid efficiency, win rate, impressions, price and fill rate
• Execute regular testing to best understand how to maximize performance
• Collaborate with external partners, such as ad networks, DSPs, publishers, and third-party vendors, to ensure seamless integration and marketplace performance
• Collaborate with internal teams to ensure that company business objections are achieved
• Stay up-to-date with the latest trends, technologies, and industry developments related to programmatic advertising and ad operations
• Onboard supply using SoundStack internal systems, working with the Solutions Engineering team to ensure inventory is properly mapped to SoundStack Marketplace
• Manage quality of inventory, including regularly updating blacklists

Programmatic Ad Operations Manager

• Engaging with current and potential customers by answering product questions via email, phone, forums, social media, and chat
• Following troubleshooting paths and billing processes to meet customer requests
• Following established helpdesk best practices for managing inbound and outbound communications
• Advocating for customers; resolving product or service problems by clarifying scenarios and carrying out appropriate escalation paths
• Maintaining and adjusting customer billing accounts with proper invoicing and documentation
• Contributing to team efforts by working collaboratively on projects in order to deliver successful outcomes
• Contributing to both internal and external documentation

SoundStack Jobs in New York City

SoundStack

Director of Support Operations

SoundStack

Enterprise Support Specialist

SoundStack

Programmatic Ad Operations Manager

SoundStack

Customer Support Specialist

SoundStack