Customer Experience Representative (Digital Advertising)

Customer Experience Representative (Digital Advertising)

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.

What you’ll be doing

• Own the onboarding process for new clients, guiding them from first login through successful campaign launch and iterative optimizations.
• Help advertisers set up, monitor, and optimize programmatic campaigns.
• Perform multi‑dimensional campaign optimization across websites, devices, creatives, bids, and audience segments.
• Monitor and manage budget pacing, spending boosts, budget depletion, and recommend changes to maximize results.
• Run A/B tests, track performance metrics, and recommend actions based on campaign analytics.
• Proactively check in with clients at 24 h, 48 h, 30‑day, 60‑day, and 90‑day milestones to ensure campaign health and continued engagement.
• Diagnose and troubleshoot underperforming campaigns. Analyze and communicate why campaigns succeeded or failed.
• Track all customer interactions and key milestones in Salesforce, maintaining up‑to‑date and actionable records.
• Prepare and deliver weekly, monthly, and quarterly performance reports with actionable insights and recommendations.
• Develop and execute strategy to increase campaign uploads and reduce account inactivity and pauses.
• Suggest new growth opportunities to advertisers. Share customer and product feedback with the product and growth teams.
• Build strong long‑term client relationships, understanding each advertiser’s business model, growth goals, and industry vertical.

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 and/or Media Buyer.
• Experience optimizing programmatic or data‑driven marketing campaigns; deep understanding of performance marketing best practices.
• Proficient in Excel (advanced functions) and familiar with BI tools (PowerBI, Harmony, Looker, etc.).
• Strong communicator with the ability to simplify technical concepts and motivate a diverse, global client base.
• Motivated, proactive, detail‑oriented, and adaptable.
• Demonstrated history of growing, retaining, and educating SMB or enterprise advertising clients.
• Ability to interpret data, translate insights into action, and present recommendations to internal teams and executives.
• Experience running A/B tests and providing creative and data‑driven solutions to campaign challenges.
• A passion for digital advertising, analytics, and working in a collaborative, high‑growth setting.

Nice to haves

• Worked with iGaming Products and/or lead generation products.
• Adult industry knowledge.
• Experience working at medium or large companies.
• Statistics or Math related education background.
• Previous experience working with an affiliate network.