Customer Support Specialist

Customer Support Manager — Full-Time, Remote

About the role

We are a fast-growing media buying agency working with ecommerce brands and managing Meta advertising campaigns.

We are looking for a highly responsive and organized Customer Support Manager to handle daily communication with more than 20 active clients.

This is a full-time remote position requiring availability during weekdays and weekends.

You will be the main communication link between our clients and internal team. Your responsibility is to ensure every client receives fast responses, clear updates, and professional support.

Responsibilities

• Manage daily communication with 20+ active clients.
• Respond to client messages in under two minutes during working hours.
• Monitor client chats throughout weekdays and weekends.
• Answer client questions clearly and professionally.
• Communicate updates between clients, media buyers, creative teams, and management.
• Escalate advertising issues, tracking problems, technical errors, or urgent requests immediately.
• Follow up with the internal team until client requests are completed.
• Keep clients updated while tasks are being handled.
• Request missing information, approvals, access, creatives, or documents from clients.
• Make sure no client message, question, or request is forgotten.
• Maintain clear notes about each client’s current status and outstanding tasks.
• Help organize onboarding, reports, calls, campaign updates, and account access.
• Remain calm and professional when clients are frustrated or concerned.

Requirements

• Perfect written and spoken English.
• Extremely fast response times.
• Ability to respond within two minutes during scheduled working hours.
• Strong communication and organizational skills.
• Ability to manage communication with more than 20 clients at the same time.
• Availability during weekdays and weekends.
• Reliable internet connection.
• Strong attention to detail.
• Ability to communicate important information to the internal team immediately.
• Ability to take responsibility and follow tasks through until completion.
• Comfortable working in a fast-paced environment where priorities can change quickly.

Bonus qualifications

Experience in any of the following areas is a strong advantage:

• Meta Ads
• Facebook Ads Manager
• Media buying
• Ecommerce
• Digital marketing agencies
• Client account management
• Campaign reporting
• Pixels, tracking, or attribution
• Telegram, Slack, WhatsApp, or other client communication platforms

You do not need to be an expert media buyer. However, a basic understanding of Meta advertising will help you understand client questions and communicate more effectively with the team.

The ideal candidate

We are looking for someone who is:

• Fast and highly responsive
• Fluent in English
• Professional and confident
• Friendly but direct
• Calm under pressure
• Organized and dependable
• Comfortable handling multiple conversations at once
• Proactive and able to solve problems
• Able to recognize urgent issues
• Available and committed to a full-time position

This role is not suitable for someone who regularly leaves messages unanswered, disappears during the day, or needs repeated reminders to complete tasks.

Working schedule

• Full-time remote position
• Weekday and weekend availability required
• Daily communication with clients
• Regular monitoring of client chats
• Fast and consistent availability throughout scheduled hours
• Some flexibility may be required because clients operate across different time zones

What we offer

• Fully remote work
• Long-term position with a growing agency
• Opportunity to work with experienced media buyers and marketers
• Training on our services, systems, and communication processes
• Opportunity to learn more about Meta Ads and ecommerce growth
• Potential to grow into a senior client success or account management position
• Supportive and fast-moving international team

How to apply

Please submit:

1. Your name and location
2. Your CV or résumé
3. A short introduction about your customer support or account management experience
4. Your level of written and spoken English
5. Your normal availability, including weekends
6. Any experience with Meta Ads, media buying, ecommerce, or marketing agencies
7. Your answer to the following question:

How would you handle a frustrated client who has not received an update from the internal team?

Please only apply if you can consistently maintain fast response times and are comfortable managing communication with more than 20 clients.