SMB Account Manager

Are you ready to join our digital revolution journey? 

At Aleph Holding, we’re not just part of the digital advertising landscape—we’re shaping its future. Representing the world’s leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies.

Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels.

With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you’re ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career.

Why is this a compelling position?

We are looking for a motivated SMB Digital Support Specialist to join our SMB Sales Support department to provide world class customer service to our SMB customers in SSA.

The role offers an opportunity to build and attain the best-in-class customer support experience. Aleph provides a unique international experience to its employees within a continuously evolving media landscape. It offers constant challenges and opportunities for continuous learning and growth for individuals that are passionate about digital marketing and advertising technologies.  

Main Responsibilities

• Provide world class support to all SMB customers in a customer centric environment through the use of multiple support tools via different channels that include email, chat, phone, content moderation and social media 
• Manage end to end onboarding of new customers to our CRM platforms and ensure data accuracy and authenticity
• Perform pre-onboarding, onboarding and manage basic account management requests on behalf of SMB Account Managers
• Assist customers with inquiries by providing consultative recommendations and help identify any opportunities to upsell solutions that will enable customer success 
• Provide creative suggestions on how to improve their advertising campaigns or product portfolios to make it more engaging with their target audience 
• Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to
• Be an effective Subject Matter Expert of SMB Products and provide local market & language expertise to improve overall product support experience and drive customer success 
• Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
• Successfully perform against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics
• Perform other duties as assigned by Global Partner Director

Minimum Requirements

• Fluent in one or two of the local languages  & effectively bi-lingual in English is an advantage
• Minimum two (2) years of relevant work experience in customer service, sales support, call center,  web design, advertising, e-commerce, technology products or SaaS related industry
• A working understanding of e-commerce, online advertising or social media principles and support elements is required
• Basic knowledge of creative / design softwares such as Canva, Adobe Photoshop & others
• Self-motivated and able to work autonomously
• Detail-oriented and able to manage multiple tasks effectively 
• Passion for helping small businesses with Ads platforms and technology
• BA/BS degree or relevant qualifications preferred but not required

#ALEPH

Why Join Us?

This is your chance to make a real impact by shaping the future of our talent strategy. You'll be part of a forward-thinking organization where your insights and leadership will help guide us toward global success. If you’re ready to be at the forefront of transforming talent management, we want to hear from you!

Aleph is a place of many cultures, perspectives, and talents. We support each other, creating an environment of giving and receiving. We value partnership and communication because we believe it takes a group of people to achieve great things. We are energized by our ever-changing industry, our curiosity keeps us learning and seeking out new opportunities.  

We stay flexible and adaptable, and believe in moving with the speed of change. We encourage everyone to strive for more, providing our internal talent with growth opportunities and the ability to learn together. 

“Share our similarities, celebrate our differences.” – M. Scott Peck

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