Senior Demand Support Manager- (Ad Tech Experience Required!)

About Freestar

Freestar engineers cutting-edge monetization solutions for websites. By combining industry-leading technology, data, and massive scale, we enable busy site owners to seamlessly maximize revenue while freeing themselves of the hassles of ad operations. Publishers then have more time to do what they do best: create content.

Job Description

Reporting to the Director, Demand & Data Support, the Senior Demand Support Manager will be the team’s dedicated expert and primary owner of all Ad Quality operations and escalations. This role requires a focus on ad quality, requiring a candidate who can take initiative, Own the Outcome, and manage projects with minimal oversight.

What You’ll Do

• Own the Ad Quality Queue: Manage ad quality tickets as they come in through Zendesk. Monitor, triage, and assign the support ticket requests. This role will require you to troubleshoot ad quality issues and coordinate with our internal teams to delegate or escalate as needed.

• Be the Technical Expert: Become the internal Subject Matter Expert for ad quality, providing guidance and support to others working on tricky cases. Understand at a technical level what contributes to ad quality issues, in order to troubleshoot and find solutions.

• Apply Strategic Problem Solving & Ownership: Maintain an overarching view of issues that apply to multiple publishers. While the day-to-day will require ticket support, your highest impact will come when you move beyond handling single tickets to recognizing serious, broad problems that impact multiple publishers and require coordinating efforts across teams for a holistic and efficient solution.
  
  
• Take Charge of Vendor Relationship Management: Act as a Subject Matter Expert and primary contact with the ad quality vendor, such as Confiant or Media Trust, after an initial training period.
  
  
• Lead Project and Process Development: Take ownership of tasks beyond standard daily responsibilities and provide strategic recommendations to the department. Develop systems to monitor key metrics—like setting up alerts for specific block rate thresholds—and demonstrate ownership by creatively solving problems and implementing effective solutions.

We’d Also Like To See

• Excellent, proactive, and effective communication skills (written and verbal).
• Strong coordination and collaboration skills with our internal cross-functional stakeholders as well as our external partners to ensure Ad Quality.
• The ability to troubleshoot problematic ad behaviors on-page, determine the source of unwanted ads, and investigate issues.
• Experience in troubleshooting and escalating findings from on-page investigations and ad quality reporting.
• Familiarity with major SSPs and DSPs (e.g., Magnite, The Trade Desk) and their ad formats. Familiarity with demand integrations (Prebid, Amazon TAM, Google Ad Manager) and how an ad creative makes it to the page.
• Robust knowledge in how to configure and interpret reporting from ad quality tools in internal systems and third-party applications- such as Zendesk, Jira, SQL, Looker, and a CRM like Salesforce or Hubspot.
  
  

Qualifications

• 3-4+ years of ad tech experience is an absolute must-have
• Strong organization skills and an ownership mentality– we want to see the ability to take initiative, solve problems, and manage cross-functional priorities
• Technical expertise to read ad code and troubleshoot ad quality issues.
• Strong project management skills, with the proven ability to drive projects to completion.
• Solid attention to detail with an affinity for excellence
• The ability to work independently with a bias for action
• 2+ years of experience in HTML, CSS and the Chrome Developer Console
• Fluency in Excel and Google Sheets
  
  

What You Can Expect in Return

• Full-Time, Salaried Position
• Medical, Dental, and Vision Benefits
• 401K with company match
• Fully remote company, with collaborative asynchronous teamwork
• The opportunity to be part of something BIG

Freestar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

This role is not eligible for visa sponsorship.