Your mission 👇
- Customer Support Team Lead are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.
- You'll join an amazing team based in Chennai, India, and report directly to Arnaud, our Senior Support manager.
What you'll do ✏️
- Provide on-the-ground leadership coverage, especially across local time zones, ensuring continuity when regional managers are unavailable.
- Act as the first point of contact for escalations, urgent issues, and operational decisions.
- Guide CSS team members in day-to-day operations, enforcing best practices and consistent support processes.
- Align closely with the Support Manager on goals, performance, and continuous improvement initiatives.
- Contribute to onboarding and training of new CSS members, supporting knowledge transfer and team cohesion.
- Maintain direct CSS responsibilities (customer support, troubleshooting, problem resolution) to ensure service quality while balancing leadership duties.
About you 💪 Required:
- Strong track record of leadership and mentoring within a technical support team.
- Excellent communication and conflict-management skills, with proven ability to de-escalate complex customer or team situations.
- Deep knowledge of Equativ’s support processes, with hands-on expertise in troubleshooting SaaS and AdTech solutions (SQL, APIs, HTML/JS/CSS, SDKs…).
- Demonstrated ability to operate across multiple time zones, coordinating efficiently with remote managers.
- Minimum 7–8 years of experience in customer support, including 2+ years in management positions.
Nice to have
- Previous experience in a Team Lead or deputy leadership role.
- Knowledge of DV360 and Equativ’s product suite.
- Flexibility to adapt to a 24/7 support coverage model.
- Experience with global team coordination across APAC, EMEA, or Americas.
Top Skills
What We Do
As a leading independent ad tech platform, we provide brand and privacy-safe solutions that empower our clients to achieve maximum results. We offer the market an independent ad server, SSP, buyer tools, media services, and more.
This combination of engineering excellence and client expertise helps us serve the interests of both the supply-side and the demand-side with equal professionalism and technical sophistication.
And, as we work toward fulfilling on the promise of advertising technology, we also keep the consumer and their rights in mind in all we do
Our objective? Disrupt the digital advertising industry through high-performance solutions, innovative formats, and exceptional quality.
Our pride? A global and diverse team that flourishes through a corporate culture advocating ownership and who live through three essential values: Be brave, Be thoughtful, Be together.
Why Work With Us
Accelerate your career. Our global training events, online training courses, and fantastic people leaders offer unlimited opportunities to develop and grow your career.
Take a break. When you work hard we know you also need to rest. We offer generous time off and parental leave policies, as well as mental health and wellness activities.
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