Role: Client Support Specialist
Location: Remote (West Bengal, Gujarat, Maharashtra)
Working Hours: Eastern Standard Time (EST)
About MediaRadar
MediaRadar is an innovative, fast-paced company providing best-in-class advertising intelligence solutions to media companies and advertising agencies across North America. Through a blend of advanced technology and data insights, MediaRadar helps ad sales teams close more deals, strengthen client relationships, and streamline sales efforts. We are committed to delivering outstanding customer service that supports our continued growth and the success of our clients.
Position Overview:
As a Client Support Specialist, you will be a key player in delivering exceptional service to MediaRadar's North American clients. You will handle technical support inquiries, troubleshoot issues, and ensure timely resolution. This role demands strong communication skills, technical acumen, and the ability to work efficiently in EST hours to support our North American client base.
Key ResponsibilitiesClient Support & Issue Resolution- Provide timely and accurate responses to customer inquiries and technical issues via email, chat, and phone.
- Troubleshoot and resolve technical problems related to MediaRadar’s suite of products.
- Ensure all support tickets are resolved in a timely manner, adhering to SLAs (Service Level Agreements).
- Serve as the point of contact between clients and internal teams (Customer Success, Product, Engineering) to escalate and resolve complex issues.
- Maintain clear and concise documentation of customer interactions and resolutions within the CRM (Salesforce.com).
- Identify recurring customer issues and collaborate with cross-functional teams to address root causes.
- Document and update support processes to improve efficiency and customer satisfaction.
- Gather and report customer feedback to the Product and Engineering teams for continuous product improvement.
- Work closely with the North American Customer Success team to ensure a seamless client experience.
- Communicate effectively with clients, providing updates and solutions on technical issues and product queries.
- Participate in regular team meetings to stay aligned on ongoing client needs and support initiatives.
RequirementsQualifications
- 3+ years of experience in a customer support role, preferably within a SaaS, technology, or ad-tech environment.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication skills in English (both written and verbal) with the ability to explain technical information clearly.
- Experience with CRM tools such as Salesforce and similar platforms.
- Ability to work Eastern Standard Time (EST) hours to support North American clients.
- Strong organizational skills with a customer-first mindset.
- Experience working with North American clients in a support or technical troubleshooting capacity.
- Familiarity with the advertising technology or SaaS-based products.
- Experience providing technical support for B2B clients and working in a fast-paced environment.
Skills Required
- 3+ years of experience in a customer support role
- Experience in a SaaS, technology, or ad-tech environment
- Strong problem-solving and technical troubleshooting skills
- Excellent written and verbal English communication skills
- Experience with Salesforce or similar CRM platforms
- Ability to work Eastern Standard Time hours
- Strong organizational skills and a customer-first mindset
- Experience supporting North American clients
- Familiarity with advertising technology or SaaS products
- Experience providing technical support for B2B clients
- Experience working in a fast-paced environment
MediaRadar Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MediaRadar and has not been reviewed or approved by MediaRadar.
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Leave & Time Off Breadth — Flexible Time Off, paid sick days, parental leave, and seasonal Summer Fridays/early-release days are clearly provided, and time-off policies are consistently portrayed as strong. These provisions support a manageable workload and a favorable work-life rhythm.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is offered alongside life and disability insurance, with optional add-ons such as HSAs/FSAs and pet insurance. Health benefits are commonly characterized as solid and reliable for the company’s space.
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Retirement Support — A 401(k) plan with employer retirement contributions and access to financial planning resources are part of the package. Retirement offerings are described as a dependable component of total rewards.
MediaRadar Insights
What We Do
MediaRadar equips marketing, sales and analytics leaders with the intelligence they need to stay ahead. Our platform delivers always-on, AI-enabled Creative, Competitive, Commercial and Market Intelligence—spanning ad strategy, media spend, creative assets and brand messaging across 30+ media channels and five million brands. With deep insights into more than 35 million ad and campaign assets and $280 billion in media spend, MediaRadar provides a single, interoperable source of truth that plugs seamlessly into enterprise analytics and AI systems. The result: faster, cleaner and more actionable intelligence that drives competitive advantage.
Why Work With Us
We take our culture seriously. When someone closes a deal, the whole team knows about it wins are celebrated, heavily rewarded, and shared by everyone. We back our people with no artificial glass ceilings. We actively invest in your coaching, development, and long-term career goals. At the end of the day, we’re a team of genuinely good humans.
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