Customer Operations Coordinator

About Index Exchange:

Index Exchange is a global advertising supply-side platform enabling media owners to maximize the value of their content on any screen. As a trusted partner and ally, we connect leading experience makers with the world’s largest brands to ensure a quality experience for consumers.

We’re a proud industry pioneer with over 20 years of experience accelerating the ad technology evolution. With our radically transparent business practices and dedication to total market efficiency, we’re committed to upholding the integrity of the programmatic ecosystem at large.

What’s it like to work at Index?

Index is an exciting and fast-paced place to work. You'll be able to feed your ambition, lean into trust and transparency, and feel genuine support from your colleagues. We’re built on our core values and live them each day. They're‌ not just buzzwords.

We pride ourselves on our independence and openness, not only in our technology, but in our teams, too. Our diverse and inclusive culture celebrates how we can leverage our unique differences to help drive Index forward.

We have more than 550 Indexers around the globe dedicated to building a safe and transparent marketplace that provides a trusted experience for consumers, and we’re looking for talented professionals to help take us to the next level.

Are you ready to join the programmatic evolution?

We’re looking for a Customer Operations Coordinator to join our global Customer Operations team. This is a key role within the Commercial Operations organization that is responsible for delivering high-quality service, driving customer satisfaction and retention, and supporting the ever-increasing challenge of scale. This is a great opportunity to work with a team of talented people who are closely partnering with Customers, Solutions Consultants as well as Partner Development teams to support the first level of technical tasks across the globe.

What We’re Looking For:

• Highly motivated self-starter with a persuasive and success-driven personality
• Organized with the ability to re-prioritize as new tasks are added
• A team player who contributes a positive and valuable outlook to our growing organization
• Critical thinker with an eye on efficiency and attention to detail
• An interest and desire to work within the ad tech industry

 Here’s What You’ll be Doing:

• Partner with internal teams at Index Exchange to configure a publishers’ account. Support can range from high-level tasks like confirming banking information to low-level tasks like triggering flags within our databases to help optimize ad spend
• Assist publishers in the initial integration of an account and the subsequent onboarding of new inventory throughout the life of their account
• Prioritize and respond to internal cases, giving best in class service
• Utilize data visualization tools to troubleshoot account setups and identify areas for improvement on a publisher account
• Work with multiple support systems throughout integration processes (e.g., Salesforce, Looker and Internal Tools)
• Participate in regular knowledge sharing sessions to share and learn new strategies for optimizing and enhancing the publisher onboarding process
• Become an expert within the Index UI and the tools within it.
• Maintain and update external facing documentation to better customer experience
• Join cross-functional projects as a critical participant in testing new products and features

Here’s What You'll Need:

• Understanding of Excel and Google Sheets, including VLOOKUP and Conditional Formatting
• Strong verbal and written communication skills
• Previous experience in customer service is a plus
• University degree

Why You’ll Love Working Here:

• Comprehensive health, dental, and vision plans for you and your dependents  
• Paid time off, health days, and personal obligation days plus flexible work schedules  
• Competitive retirement matching plans  
• Equity packages  
• Generous parental leave available to birthing, non-birthing, and adoptive parents  
• Annual well-being allowance plus fitness discounts and group wellness activities    
• Commuter benefits and discounts, where available  
• Employee assistance program  
• Mental health first aid program that provides an in-the-moment point of contact and reassurance  
• One day of volunteer time off per year and a donation-matching program  
• Bi-weekly town halls and regular community-led team events  
• Multiple resources and programming to support continuous learning
• A workplace that supports a diverse, equitable, and inclusive environment – learn more here 

Notification

Index Exchange is aware that there have been recent scams directed toward candidates regarding job interviews and offers.

Please be vigilant and do not accept interview requests, job offers, or other hiring-related documents from anyone other than our dedicated recruitment team, from the domain of @indexexchange.com. Our interview process consists of several steps, including phone screens and video interviews. We do not conduct interviews via an email questionnaire or request money at any point in the process.

We remain dedicated to resolving this matter and we appreciate your support.

Equal employment opportunity

At Index Exchange, we believe that successful products are built by teams just as diverse as the audience who uses them. As such, we are committed to equal employment opportunities. We celebrate diversity of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. Additionally, we realize that diversity is deeper than any status or classification—diversity is the human experience. For those who show grit, passion, and humility—Index will welcome you.

Accessibility for applicants with disabilities

Index Exchange welcomes and encourages individuals with disabilities to apply to work with us. 

If you require an accommodation, please share the details of your request and any information how we can assist you with the hiring recruiter when they contact you. Index Exchange will make reasonable efforts to ensure accommodation requests are met throughout the recruitment process.

Index Everywhere, Index Anywhere

Our corporate headquarters are in Toronto, with major offices in New York, Montreal, Kitchener, London, San Francisco, and many other global cities. As a major global advertising exchange, we are committed to operating as a tightly knit global team and embracing and empowering talent wherever our colleagues may be.

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