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Support Representative (CET)

North America / Europe (Fully Remote)

You and ClickGUARD

First, let’s discover if you are a good cultural fit for our team 🙂

Who are we

We are an ad tech company operating out of Los Angeles California in pay-per-click marketing space. Our SaaS helps Google Ads advertisers protect their investment and maximize their ROI by detecting and removing wasteful ad traffic from their advertising campaigns. We’ve built the absolute best solution for a significant problem for PPC advertisers and we need your help proving it to the world. We are a small global team distributed mostly between the United States and Europe.

Who you ARE

You are a “get things done” person. You get satisfaction in helping others and love to be in the center of solving problems. You love asking “what is?” questions rather than “how do I?” questions. You go above and beyond for your colleagues and clients, as you consider them to be your partners. You love small teams, startup environments and working remotely with a passion, and you are a great communicator.

Who you are NOT

You do not need to be micromanaged nor do you expect to be handheld every step of the way. You do not shy away from taking on multiple roles, wearing multiple hats and stepping outside of your comfort zone. You’re not looking for a regular “9-5” job. You do not need anyone to organize your time.

Your Role at ClickGUARD

You do not expect or need to be micromanaged and your hand to be held on every step of the way. You do not shy away from stepping out of your comfort zone. You generally do not need to be told the same thing twice.

Role Description

This is a full-time 100% remote engagement. You will be taking on the role of our (junior) support representative. This means you will be the first point of contact for many of our customers and partners.

Your main goal is customer success, as this is the primary way we define success at ClickGUARD. You are to be a voice of ClickGUARD to the outside world and a voice for our customers, leads and partners to ClickGUARD. You would be committed to fight for the most successful outcomes in the shortest possible time frames.

Responsibilities

Here’s a summary of what we expect you will be doing in this role:

  • Engage with leads, customers and partners via chat, email and (occasionally) phone
  • Leverage ClickGUARD’s product team, accounts team and several online tools to:
    • Answer questions
    • Resolve requests
    • Resolve issues
    • Perform follow-up
  • Monitor product subscription funnel to proactively identify issues and opportunities
  • Help maintain ClickGUARD’s knowledge base
  • Create quality content
  • Perform basic quality assurance on our product and processes
  • Learn about digital marketing, PPC marketing, Google Ads and our product, and apply new knowledge to our teams, business and processes
  • Follow and engage with ClickGUARD on social media
  • Help ClickGUARD with occasional research, engagements and analysis projects
  • Perform handoff and synchronize activities with the rest of the team
  • Report to Head of Customer Success

Work Hours

ClickGUARD support works Monday through Saturday. We operate in 3 shifts:

  • 9am - 6pm CET (12pm - 9am PST)
  • 4pm - 1am CET (7am - 4pm PST)
  • 11pm - 8am CET (2pm - 11pm PST)

We’re looking for someone who would perform in the first 2 shifts, where shifts change every week, or per agreement with the rest of the team. This role is best suited for individuals from time zones closer to Central European time.

ClickGUARD Support is not active on Sundays. Workload during Saturdays is significantly lower than during the working week. On Saturdays we expect our support to be responsive on chat.

Requirements

This is a minimum for ClickGUARD to consider you as a potential good fit:

  • Self-starter capable of working independently
  • Team player fighting for the cause
  • A strong communicator both verbally and in written form
  • Fluent in both written and spoken English language
  • Great Internet connection

Bonus Skills

The following skills are more than welcome:

  • Background in marketing / digital advertising
  • Previous experience working in customer service and/or tech support
  • Experience working remotely

On-boarding

This is how we’d like you to start your adventure with us:

  • Get familiar with the service, the problem being solved and the customers
  • On-board to the tools we us and meet the team
  • Get familiar with the support team and processes
  • Shadow our support team as they perform
  • Jump into it 🙂

Life at ClickGUARD

We are a fast-growing and dynamic team who passionately believe in our mission. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.

How to Apply

If all of the above got you interested or hyped and you believe you would be a good fit for the role - we invite you to submit a formal application here. We respond to all applicants and do not discriminate in any way, shape or form.

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