Customer Experience Team Lead

Established in 2004, we are a tech pioneer offering world-class adult entertainment and games on some of the internet’s safest and most popular platforms. With the support of an international team of dynamic and collaborative innovators, we are on a mission to enable safe user experiences and empower our communities by celebrating diversity, inclusion, and expression — all while maintaining robust trust-and-safety protocols. 

We embrace the best of both worlds! Local talent can thrive in our collaborative office space with the flexibility of a hybrid work environment, while remote team members play an integral role in shaping our dynamic culture from afar. We have offices in Montreal (Quebec), Austin (Texas) and Nicosia (Cyprus). 

*A select number of positions require full-time in office attendance*

We are searching for an up-and-coming Customer Experience Team Lead to join our fast-paced, data-driven environment.

What you’ll be doing

• Lead and develop a team of Customer Success Representatives, fostering a collaborative, high-performance culture focused on onboarding, client retention, and revenue growth.
• Track and analyze client success metrics and KPIs to measure the effectiveness of initiatives and identify areas for ongoing improvement.
• Coach and develop your team to deliver industry-leading optimization best practices.
• Monitor workload distribution and resource allocation to maintain operational efficiency and balanced team responsibilities.
• Oversee all aspects of the team's campaign setup, trafficking, QA, and optimizations to ensure seamless execution and client satisfaction.
• Collaborate with Managers and Directors to identify and implement opportunities to improve team efficiency through new tools, streamlined processes, and enhanced training.
• Develop and execute strategic account plans for key and high-potential accounts, providing hands-on support to drive optimal results.

What you’ll need to be successful

Must haves:

• 3–5 years in Affiliate Management or Account Management at an Ad Network, DSP, Performance Agency, CPA Network, or as a Media Buyer.
• 2–3 years of experience leading a team of Account Managers, Business Development Reps, Media Buyers, and/or Customer Success Representatives at an Ad Network, DSP, Performance Agency, or Performance Network.
• Experience optimizing programmatic or data-driven marketing campaigns, with a deep understanding of performance marketing best practices.
• Proficient in Excel (advanced functions) and comfortable with BI tools (such as PowerBI, Harmony, or Looker).
• Strong communication skills, able to simplify technical concepts and motivate a diverse, global client base.
• Motivated, proactive, detail-oriented, and adaptable.
• Demonstrated history of growing, retaining, and educating advertisers.
• Ability to interpret data, translate insights into action, and present recommendations to internal teams and executives.
• Experience running A/B tests and providing creative, data-driven solutions to campaign challenges.
• A passion for digital advertising, analytics, and working in a collaborative, high-growth setting.

Nice to haves:

• Experience with iGaming , AI, Dating or lead generation advertisers.
• Knowledge of the adult industry.
• Experience analyzing retention metrics
• Experience at medium or large companies.
• Educational background in statistics or mathematics.
• Previous experience working with an affiliate network.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees

In this role you may be exposed to adult content