Publisher Success Agent

Zeta Interactive San Francisco , CA 94118

Posted 11 months ago

At Disqus, a business unit of Zeta Global, we enable comment communities and fosters dynamic discussion about pretty much everything. Our Publisher Success team supports Publishers using the Disqus' Audience Engagement Platform and the commenters who frequent their sites. This includes a large variety of publishers, ranging from personal bloggers to some of the largest publications on the web, each with different needs and use cases. To support these differing sites effectively, the Publisher Success team must possess strong operational knowledge of the Disqus platform and our customer base. Our Publisher Success agents focus on understanding these needs and providing the best help possible to drive long-term relationships, customer satisfaction, and retention.

Agents of the Publisher Success team are intended to be operationally focused, primarily working to troubleshoot issues and communicate product functionality. In addition to communicating with Publishers, the Publisher Success team will communicate directly with the Disqus product team, escalating bugs and unexpected behaviors as necessary.

Key Responsibilities

  • Respond to customer and community inquiries in a timely manner

  • Manage the support queue through our support system software (Intercom)

  • Maintain and edit educational and support content resources

  • Pioneer new processes and resources to make support workflows more efficient

  • Translate user feedback into actionable product insights

  • Track issue and development progress using Trello

  • Operationally support other teams with product communication, documentation, and learning materials

  • Escalate specific cases for additional help or technical support

  • Address abuse and spam concerns, removing users and content from the network that violate Terms of Service

Software Skills (Nice to have)

  • Intercom

  • Looker

  • Trello

  • Jira

  • Hubspot

Daily Workflows

  • Troubleshoot and Identify bugs (like everyone else)

  • Field publisher and commenter questions

  • Review new sites and judge their eligibility for ads

  • Escalate valid feedback, product insights, bugs, and questions to manager/team

  • User Reporting handling, Spam cleanup

  • Update and maintain message templates, documentation, and best practices for tools and workflows


Company Summary

Zeta is a data-driven marketing technology innovator whose SaaS-based marketing cloud helps 500+ Fortune 1000 and Middle Market brands acquire, retain and grow customer relationships through actionable data, advanced analytics and machine learning.

Founded by David A. Steinberg and John Sculley (former CEO of Apple and Pepsi-Cola) in 2007, the company's highly-rated ZetaHub technology platform has been recognized in Gartner's Magic Quadrant for Digital Marketing Hubs (February 2017) and in its Magic Quadrant for Multichannel Campaign Management (April 2017), competing with offerings from Oracle, IBM, Salesforce and Adobe.

Operating on four continents with 1,300+ employees, the company is headquartered in New York City, with Centers of Excellence in Silicon Valley, Boston, London, and Hyderabad, India.

Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veteran's status, or any other basis protected by law.

Recent News

Zeta Global Recognized by The Relevancy Group as Industry Leader for the 4th Consecutive Year

Zeta Global is Recognized as a Visionary by Gartner for the First Time

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Publisher Success Agent

Zeta Interactive