Remote Zendesk Chat Support Jobs in Virginia (NOW HIRING)

We are looking for an exceptional Programmatic Client Success Specialist who is interested in helping us build an internal Platform Support Centre within one of the fastest-growing technology companies in Canada. In this role, you will serve as the main point of contact for a portfolio of Self-Serve customers, executing tasks independently and leveraging the StackAdapt platform for routine campaign management and performance optimization.

Reporting to the Manager of Client Success, you will provide first-contact support to resolve client requests and critical incidents via phone, chat, and email support within Zendesk. You will become an expert in the StackAdapt advertising platform, helping our clients address technical "how-to" questions, ensuring they get the most out of our self-serve performance optimization playbooks, and aiming for account growth and retention across your portfolio.

We are looking for a candidate who thrives in a fast-paced environment, demonstrates strong time-management skills, and excels at executing core tasks with high quality and excellence.

StackAdapt is a Remote First company. This position is open to candidates located in the United States or Canada, provided they reside within the PST or MST time zones.

• Act as the primary point of contact for a portfolio of Self-Serve clients, autonomously managing routine account needs and resolving platform requests.
• Support clients to ensure the successful delivery of programmatic campaigns by providing standard reporting, tracking campaign goals, and offering recommendations to meet client KPIs.
• Manage and resolve intermediate technical platform problems, specifically targeting tag implementations, tracking pixels, and data discrepancies.
• Efficiently manage your Zendesk ticketing queue, ensuring that all platform incidents and service requests are resolved within established SLAs.
• Coordinate cross-functionally with Sales and internal product teams to share data, surface client insights, and help inform improvements to our platform features and services.
• Actively participate in developing, reviewing, and updating internal and external support documentation for frequently experienced platform challenges.
• Take ownership of tasks that can be completed without Development team assistance, adapting quickly to feedback and changing team priorities.

• 1-2+ years of dedicated experience within the Digital Advertising / Programmatic AdTech ecosystem (Agency or DSP experience is highly preferred).
• Foundational knowledge of digital marketing metrics (e.g., CPM, CTR, CPA, ROAS); a Digital IAB Certification or Google Analytics Certification is highly preferred.
• 2+ years of client-facing experience, with proven experience managing inbound ticket volumes inside an internal service desk or customer support platform (e.g., Zendesk).
• Strong technical problem-solving skills, specifically a proven ability to identify root causes behind campaign delivery issues, tracking errors, or tag data discrepancies.
• Exceptional communication skills, with a proven ability to explain complex platform concepts to clients with varying levels of technical knowledge.
• Solid organizational skills, with meticulous attention to detail and the ability to manage tasks independently and meet priorities effectively.
• Familiarity with tracking platforms and script integrations, such as Google Tag Manager (GTM), DoubleClick Campaign Manager, or Google Analytics.
• Experience troubleshooting or working within popular CMS platforms (e.g., WordPress, Shopify, HubSpot).
• Comfortable working with basic web application functions (familiarity with how APIs interact or experience using Advanced Excel/basic databases is a plus).