Job Description:

Employment Type: Full-time

Work Type: Onsite

Duration: 12 months (Annual Renewal)

Location: Manila, Philippines

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Job Description: Sales & Advertiser Support Specialist

Profile Summary

The Sales & Customer Support Specialist delivers dedicated sales acceleration, account optimization, and customer service across the Client's advertiser ecosystem. Operating from the Manila Service Delivery Centre, the role is central to driving advertiser adoption, retention, and satisfaction, and to sustaining campaign spend in line with the Client's global commercial objectives. The Specialist supports through both Outbound and Inbound voice and non-voice channels, performing all activity strictly within the Client's Policies and approved scripts.

Key Responsibilities

1. Commercial Growth & Advertiser Retention

• Proactively deliver sales and customer support activities that drive advertiser adoption, strengthen long-term retention, maximize advertiser satisfaction, and scale advertising spend in support of the Client's advertiser program and commercial objectives.

2. Judgement-Based & High-Complexity Support

• Act as an expert resolution point for matters requiring in-depth investigation, campaign optimization, and tailored strategic guidance, working only within the Client's approved playbooks.

• Troubleshoot complex campaign-performance roadblocks, ad-delivery mechanics, and account-health issues in strict accordance with the Client's Policies.

3. Omnichannel Customer Support & Documentation

• Provide responsive, high-touch support across both voice and non-voice channels — inbound/outbound telephony, email, platform ticketing, live online chat, and instant messaging using the designated tools.

• Maintain complete, timely, and accurate records of all customer interactions, outreach attempts, approvals, dispositions, and escalations in the Client's approved CRM and tracking systems.

4. Policy Enforcement & Operational Rigor

• Apply consistent, fair, and impartial judgement when enforcing the Client's Advertising Policies, with appropriate professionalism and empathy.

• Perform all duties securely and accurately using the designated systems, tools, workflows, scripts, templates, promotional offers, and defined supervisory and client escalation paths

5. Operational Collaboration & Quality

• Partner with the Client's sales operations enablement, compliance, and support teams to continuously improve customer experience, quality, and productivity.

• Meet or exceed agreed Service Levels, quality-assurance scores, turnaround times, and documentation requirements at or above Best Industry Practice.

Requirements

• Education & Experience: Preferably a college degree or equivalent diploma, with a minimum of one (1) year of relevant experience — two years preferred — in B2B customer support, digital ad operations, or account management, ideally within a major BPO or technology account.

• Domain Knowledge: Working understanding of social-media advertising products and community standards, including ad-account structures, campaign setup, optimization-guidance boundaries, and common advertiser issues. Hands-on experience with major advertising platforms (e.g., Meta Ads Manager, Google Ads, or Amazon Ads) is highly preferred.

• Communication Skills: Excellent verbal and written English; comfortable handling phone interactions as well as chat, email, and ticketing.

• Professional Attributes: High ethical standards, objectivity, and integrity; impartial application of Policies; cultural competency across diverse markets; and emotional resilience when handling difficult interactions, objections, and complaints.

• Language Proficiency: Minimum B2 (CEFR) English, verbal and written; strongly preferred.

Important notice:

Aceolution Inc. will never request a monetary deposit for any role or project with the company, and our recruitment and sourcing teams only use @aceolution.com address when emailing candidates. Ignore aceolutions.com which is a spammer email ID doing rounds over the past few months.