Client Service Specialist

Only apply if:

• You are fluent in English (only English resumes will be reviewed)
• You can commute to our Sao Paulo Office twice a week

OPERATIVE OVERVIEW

300+ media companies as clients, $40+ billion in revenue processed, 25,000+ worldwide users 

Operative is a revenue accelerant for media companies around the world. No other software company in AdTech space, brings a comparable depth of experience to create truly innovative software that performs across all platforms, revenue models and business units. We are a SAAS (Software as a Service) platform which helps clients manage advertisements both in the linear (TV) and digital space. We have been in the market for over two decades and have 1100+ employees with 12 offices spread across the globe. Operative is proud to play a pivotal role in the way advertising is bought, sold and managed across the media industry. 

Role Summary: 

The Client Services Specialist is responsible for managing contracting and operational support for Brazil Ad Serving clients. This role serves as the primary liaison between clients and technical support with adherence to timely troubleshooting and problem solving. The Specialist will maintain regular client communication and support internal coordination to deliver high-quality service.

KEY RESPONSIBILITIES

Client & Account Management  

• Serve as the main point of contact for assigned publisher accounts.
• Prepare and execute contracts for the client base.
• Conduct weekly, bi‑weekly, or ad‑hoc meetings with client stakeholders.
• Ensure client satisfaction through proactive communication and timely follow-up on all open items.
• Maintain clear documentation of client processes and requirements.

Ad Operations & Ad Serving Troubleshooting

• Manage ad serving troubleshooting for the Brazil client base.
• Handle all incoming requests via the workflow management system.
• Create and manage internal tickets and communications with Google.
• Traffic high-value or complex requests and support ad‑hoc operational projects.
• Monitor SLA compliance, regularly review pending cases, and drive timely resolution.

Internal Coordination & Team Support

• Train trafficking team members on client requirements, workflows, and technology.
• Collaborate with Team Leads to resolve client issues and operational red flags.
• Review KPIs with the team and provide development feedback.
• Escalate workload balance, skill gaps, and operational risks to management.
• Partner with Technical Support to update training materials and documentation.
• As a secondary role, serve as backup to other Client Services members.

COMPETENCIES

• Self‑motivated, proactive, and eager to take on new challenges.
• Strong organizational and project management skills.
• Ability to multi‑task effectively in a high-volume, fast‑paced environment.
• Strong team collaboration and leadership capabilities.
• Excellent communication skills in English (written and spoken).
• Strong analytical thinking and problem‑solving abilities.
• Ability to translate technical concepts for non-technical audiences.
• Client-facing professionalism and confident communication. 

ROLE REQUIREMENTS 

• Must work onsite on Tuesdays and Thursdays (with flexibility if office policy changes).
• Must work 9:00 AM–6:00 PM ET to support U.S.-based clients.
• Must be fluent in both English and Portuguese.
• Must be available for in-person client meetings.
• Experience troubleshooting Google Ad Manager issues required.
• Prior customer service or customer contracting experience preferred.

EDUCATION AND EXPERIENCE 

• Experience in roles requiring extensive client interaction and communication.
• Preferred working knowledge of websites, HTML, Flash and JavaScript.
• Preferred experience with rich media, video, and third-party ad technologies.
• Advanced proficiency with Microsoft Excel is strongly preferred.

Why join us? 

• Operative is a technology-oriented product organization that believes in empowering its people 

• We use the latest tech stack and empower our engineers to learn, work, and ideate on new technologies available in the market 

• We provide flexible work schedules and remote working to encourage work-life balance 

• We are an equal opportunities employer and recruit based on experience and skill set. 

• We offer a competitive salary and benefits package 

“Operative is a merit-first, equal opportunity employer; diverse applications are encouraged.” 

Operative cares about your privacy and protecting your data. By submitting an application for a position with Operative, you acknowledge that you have read the following and consent to how Operative treats your data: the Candidate Privacy Policy and the Candidate Notice for Data Transfer and Retention.