Are you ready to join our digital revolution journey?Aleph represents the world's leading platforms in 115+ markets, across new and existing geographies, enabling platforms like X, TikTok, Snapchat, and nearly 35 others to expand into new markets, and empowering advertisers to take full advantage of the platforms' advertising capabilities. Through these long-lasting partnerships, Aleph creates the opportunity for all people and businesses to advertise at a local and global level without limits.Why is this a compelling position?We are looking for a motivated SMB Digital Support Specialist to join our X SMB Sales Support department to provide world-class customer service to our X SMB customers in South Africa.The role offers an opportunity to build and attain the best-in-class customer support experience. Aleph provides a unique international experience to its employees within a continuously evolving media landscape. It offers constant challenges and opportunities for continuous learning and growth for individuals that are passionate about digital marketing and advertising technologies.Main ResponsibilitiesProvide world-class support to all X SMB customers in a customer-centric environment through the use of multiple support tools via different channels that include email, chat, phone, content moderation, and social media.Manage end-to-end onboarding of new customers to our CRM platforms and ensure data accuracy and authenticity.Perform pre-onboarding, onboarding, and manage basic account management requests on behalf of X SMB Account Managers.Assist customers with inquiries by providing consultative recommendations and help identify any opportunities to upsell X solutions that will enable customer success.Provide creative suggestions on how to improve their advertising campaigns or product portfolios to make them more engaging with their target audience.Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data.Be an effective Subject Matter Expert of X SMB Products and provide local market & language expertise to improve overall product support experience and drive customer success.Create, translate, and maintain Frequently Asked Questions (FAQs) to ensure our help support database is accurate, relevant, and up to date.Successfully perform against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics.Perform other duties as assigned by X Global Partner Director.Minimum RequirementsMinimum two (2) years of relevant work experience in customer service, sales support, call center, web design, advertising, e-commerce, technology products, or SaaS-related industry.A working understanding of e-commerce, online advertising, or social media principles and support elements is required.Basic knowledge of creative/design software such as Canva, Adobe Photoshop & others.Self-motivated and able to work autonomously.Detail-oriented and able to manage multiple tasks effectively.Passion for helping small businesses with Ads platforms and technology.BA/BS degree or relevant qualifications preferred but not required.#ALEPHAleph is a place of many cultures, perspectives, and talents. We support each other, creating an environment of giving and receiving. We value partnership and communication because we believe it takes a group of people to achieve great things. We are energized by our ever-changing industry, our curiosity keeps us learning and seeking out new opportunities.We stay flexible and adaptable, and believe in moving with the speed of change. We encourage everyone to strive for more, providing our internal talent with growth opportunities and the ability to learn together. "Share our similarities, celebrate our differences." – M. Scott Peck
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