Customer Portal Support Specialist

Connect Ads

What will you be doing?

• Client Support & Coordination
• Support Sales teams with onboarding of new clients and end advertisers, ensuring all financial, legal, and compliance requirements are met.
• Manage documentation and approvals to ensure clients are set up efficiently without delays.
• 1st line Support advertisers and agencies to use the new Customer portal for onboarding, contractual issues, credit limits, compliance issues, I/O issues, and others.
• Any issues that cannot be resolved by the portal or by the 1st line support will be referred to further 2nd line support such as CSM s, the portal project management team, and others.
• Manual take over onboarding, I/O, payments, and others in case the Portal is not working.
• Manually check documentation match data provided by customers.
• Help setting up Ad Accounts.
• Check at risk clients with compliance.
• Report regular statistics on issues.
• Recommend improvements to the portal.
• Check documentation and approvals to ensure clients are set up efficiently without delays.
• Operational Excellence
• Provide coverage support for other regional hubs during non-working days (e.g., Fridays in MENA), ensuring uninterrupted client and sales support.
• Maintain accurate records in CRM/ERP systems and ensure data integrity. Collaboration & Reporting.
• Act as a key liaison between Sales, Finance, and Credit & Collections teams to ensure smooth handovers and alignment.
• Track and report onboarding status, bottlenecks, and SLA adherence.
• Suggest improvements to streamline onboarding and operational efficiency.

What impact you can expect to make in this role?

• You are the first touchpoint ensuring our clients feel supported and valued.
• Your work directly accelerates revenue by enabling Sales to focus on growth.
• You safeguard business continuity across regions by providing cross-hub coverage.
• You ll gain unique exposure to both Sales and Finance, making this role an excellent stepping stone for future career growth whether in Finance Operations, Sales, or Credit & Collections.