Specialist - Customer Care

Technology, Data & Digital · Data, AI & Analytics · Digital Marketing · Data Analysis

In short

We are seeking a Senior Product Subject Matter Expert (SME) for Customer Care in Hyderabad, India. This role involves advanced technical troubleshooting and client satisfaction for digital marketing and ad-serving platforms, requiring strong analytical and leadership skills.

Responsibilities

Serve as the highest point of escalation for complex product, technical, and workflow issues.
Ensure client satisfaction by providing rapid, accurate resolutions to high-priority product issues.
Identify product knowledge gaps and architect training modules, playbooks, and documentation.
Upskill team members on advanced product features and troubleshooting methodologies.
Audit team outputs for adherence to product guidelines and quality standards.
Engage with clients, product managers, and stakeholders to review product performance.
Deliver deep-dive Root Cause Analyses (RCAs) on platform anomalies.
Propose system enhancements and workflow automation to the product engineering team.
Lead performance improvement initiatives by evaluating and optimizing product workflows.
Monitor product-related operational metrics.
Independently manage high-impact, product-centric projects.

Requirements

Minimum 1–2 years of deep hands-on experience with an International Digital Marketing / Ad Serving platform (e.g., Google Ad Manager, Campaign Manager 360, DV360, Meta Ads Manager, or similar programmatic tech stacks) as a SME or Team Lead.
Proven ability to independently conduct deep-dive Root Cause Analyses (RCAs).
Analyze data trends for WBRs/MBRs.
Troubleshoot complex technical configurations (e.g., pixel tracking, ad tags, audience delivery issues).
Strong mentorship skills with a proven track record of training and upskilling teams.
Exceptional communication skills to translate technical jargon into business value.
Experience driving process improvement and managing workflow efficiencies.
Ability to work independently under tight client SLAs.
Flexibility to work in shifts, including nights and weekends.

Desired Qualifications

Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence

Benefits

Find your career. And find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company, home to more than 223,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Works with clients across all major verticals.

Skills

Google Ad ManagerCampaign Manager 360DV360Meta Ads ManagerAd ServingDigital MarketingRoot Cause AnalysisPixel TrackingAd Tags

#Customer Care#Digital Marketing#Ad Serving#Troubleshooting#SME

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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