Who are we?
Place Exchange is on a mission to transform the entire OOH channel to be truly programmatic for buyers and sellers. We're rethinking how media works in public space, and building the technology to make it happen. Join us as we apply our vision and technology to reshape advertising and content in the physical world around us.
What is the Role?
As a Tech Support Lead you will help build a best-in-class customer service center from the ground-up to support the growth of our Out-of-Home (OOH) Programmatic Platform. Reporting directly to the CTO, you will work across Partnerships, Product, Engineering, TechOps, AdOps, Finance, and other internal groups across the company to ensure customer and partner satisfaction and success.
- Develop future state partner support strategy and launch plan, platforms and tools
- Proactively identify areas for end-to-end servicing/operational improvement, including tools and processes
- Help grow, scale and train a Technical Support Team
- Assess tooling needs for ticketing and Quality Assurance platforms
- Develop training program and associated documentation for the team
- Formalize and implement processes for SLAs/SLOs / Quality Assurance / KPI tracking
- Be able to prioritize needs and provide direct queue management
- Develop plans and procedures for incident management, triage, and communications
You’re awesome for this role because:
- You’re someone who is excited to help build and architect our future service experience, platforms and processes from the ground up.
- You consider yourself highly collaborative and enjoy working with internal teams, and can also demonstrate empathy, logic and business acumen in solving our partners’ challenges.
- You love to create and continuously improve end-to-end service experience, identify and diagnose technical issues, and recommend solutions to the Executive team in order to improve our products, services and overall performance.
Company & Background
The average consumer spends 70% of their time outside of the home, and thanks to the rapid proliferation of digital displays in cities and venues around the world, Digital Out of Home is one of the fastest growing media channels. Place Exchange is the first and only true programmatic platform for Out of Home (OOH) and Place-Based media, connecting digital marketers to consumers in physical space. We partner with premium publishers across the U.S. (and soon around the world), offering unprecedented scale, brand safety, and bottom-line results for advertisers. Our proprietary and patent-pending technology enables our DSP partners to unify workflow, creatives, reporting, and attribution for OOH with the rest of the digital advertising ecosystem.