Partner Success Assistant (f/m/d)

Purpose of Position

The Partner Success Team drives Publisher activation and ensures high satisfaction within the Awin network. The Publisher Success Management team is responsible for maximizing publisher activation and satisfaction within the network. As the Publisher Success Lead, you will lead a team dedicated to the delivery of network optimisation and best in class service. You make sure that any barriers to team growth are removed. You also work closely with the Head of Publisher Success, reporting on the team successes and challenges. As an expert in this primary industry you are the driving force of an organisation wide industry team. By working closely with all the disciplines of the organisation, you know how to join forces and take the sector to a higher level.

Your Key Tasks

• Act as the primary point of contact for Publisher inquiries utilizing our ticketing system, managing daily support across various channels including the Support Form, Live chats, and more.
• Maintain accurate records of customer interactions, feedback, and reported issues.
• Promptly escalate time-sensitive or urgent topics to the 2nd Level Support.
• Ensure timely resolution of queries within defined SLAs, prioritizing partner satisfaction.
• Proactively engage with Partners to communicate any ad-hoc issues or updates, maintaining a proactive approach to support.
• Provide assistance to senior team members in ad-hoc tasks and projects, contributing to overall team objectives.
• Schedule work shifts according to query and chat demand, ensuring efficient coverage and support.

Your Profile

• You have strong problem-solving skills where you can analyze customer issues and provide timely and effective solutions while maintaining a positive customer experience.
• You possess a strong command of business English, enabling you to articulate solutions effectively across a diverse range of customers. Proficiency in additional European languages is advantageous.
• You display empathy towards customer concerns and demonstrate patience in resolving issues, ensuring a high level of customer satisfaction.
• You are able to multi-tasks and handle multiple customer inquiries simultaneously while managing time efficiently to meet response time targets.
• You are able to adapt to new processes, tools, or systems quickly and adjust to changing priorities in a fast-paced environment.

Our Offer

• Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
• Flexi-Office: Do you prefer to work from our cool office, from home, or in a completely different environment? With us, the choice is yours. We offer the flexibility to work wherever you want within our Awin locations.   
• Welfare: We provide you with a life assurance, travel insurance and a private health insurance that covers several types of health, vision, and dental treatments. Furthermore, you can take advantage of our Cycle to Work Scheme or Season Ticket Loan.
• Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being. 
• Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development. You can also improve your English skills by participating in our local language course.
• Remote Working: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.   
• Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program and show your appreciation for colleagues who have gone the extra mile to support you.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.

Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.