Customer Service Representative - Advertising

Bielby Group builds technology and services across advertising, payments, and customer lifecycle management, supporting hundreds of businesses in the digital economy.

The group consists of complementary businesses designed to accelerate digital growth, spanning advertising technology, performance marketing, financial infrastructure, and customer lifecycle solutions.

We are looking for a Customer Service Representative to support clients across our Advertising vertical.

This is not a traditional customer support role. You will work closely with clients operating in fast moving digital advertising environments, helping them access, understand, and effectively use the advertising infrastructure and services we provide.

You will be responsible for managing day-to-day client communication, coordinating the delivery and setup of advertising infrastructure, resolving issues, and ensuring clients receive a consistently high level of service.

A strong understanding of Meta’s advertising ecosystem is essential. You should be comfortable discussing advertising accounts, Business Manager/Business Portfolio environments, permissions, access, billing, account status, and common platform issues with clients.

Experience across additional advertising platforms is highly advantageous.

• Act as a point of contact for clients and manage day to day support requests professionally and efficiently.
• Coordinate the setup, delivery, and ongoing support of advertising Infrastructure.
• Understand client requirements and ensure the appropriate services and resources are delivered correctly.
• Guide clients through account access, permissions, setup, and common platform related questions.
• Maintain a strong working knowledge of popular platforms advertising ecosystem and relevant platform functionality.
• Troubleshoot advertising account and platform issues and coordinate resolution when additional support is required.
• Monitor outstanding client requests and ensure issues are followed through to completion.
• Proactively communicate with clients regarding progress, changes, issues, and required actions.
• Maintain accurate internal records of client activity, requests, and resolutions.
• Identify recurring client issues and communicate patterns internally to help improve our processes and service.
• Follow established operational, compliance, and security procedures when handling client accounts and access.
• Work closely with Operations and other teams to ensure reliable and timely service delivery.
• Contribute to improving internal documentation, client guidance, and support processes.
• Develop knowledge across additional advertising platforms as our products and services evolve.

Clients receive fast, knowledgeable, and dependable support.

You understand the infrastructure being provided well enough to confidently handle the majority of client questions without unnecessary escalation.

Account infrastructure requests are delivered accurately and efficiently, with clear communication throughout the process.

Issues are properly diagnosed rather than simply passed elsewhere, and when escalation is necessary, you provide the relevant context so they can be resolved quickly.

Over time, you develop relationships with clients and become someone they trust to help them navigate the operational side of digital advertising.

• Strong working knowledge of Meta advertising and account environments.
• Familiarity with Meta Business Manager/Business Portfolio, ad accounts, permissions, user access, billing, and common account issues.
• Previous experience working with digital advertisers, advertising agencies, adtech businesses, or other performance marketing environments.
• Experience in customer service, account management, client success, advertising operations, or a similar client-facing role.
• Ability to confidently communicate technical or platform-related information to clients in a simple and professional manner.
• Strong troubleshooting and problem-solving skills.
• Excellent written communication skills, particularly in remote and chat-based client environments.
• Highly organised with the ability to manage multiple client requests simultaneously.
• Strong attention to detail, particularly when dealing with account setup, access, permissions, and client information.
• Ability to prioritise urgent issues while maintaining service levels across other requests.
• Comfortable working independently in a fast-moving remote environment.
• Experience with other major advertising platforms such as Google, TikTok, Snapchat, or similar is highly advantageous.
• Willingness to continuously develop platform knowledge as advertising products, policies, and systems evolve.

You understand that excellent customer service in digital advertising requires more than being friendly and responsive.

You need to understand the product, the platforms, and the client's problem.

When a client reports an issue, your first instinct is to understand what is actually happening, gather the relevant information, and work towards a resolution rather than simply forwarding the request.

You are comfortable managing multiple client conversations and requests simultaneously while remaining organised and accurate.

You communicate clearly, stay calm when clients have urgent problems, and understand when something can be resolved directly versus when it needs to be escalated.

You are naturally curious about advertising technology and want to understand how platforms work rather than memorising support responses.

Most importantly, you combine strong client communication with genuine technical understanding of digital advertising platforms, allowing you to deliver a level of service that clients can rely on.