Associate - S&M - Customer Success 5A

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Lisboa; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Private medical package

Meal vouchers

Wellness programs

Job summary

Genpact is seeking an Associate for S&M - Customer Success to support advertisers and agencies across social media products. You will handle inquiries via chat, email, messaging, and calls, applying product expertise to meet advertiser needs and drive success.

The role emphasizes collaboration, high-quality service, and adherence to turnaround times in a fast-moving, innovation-driven environment.

Qualifications

• Experience or certification in digital marketing, eCommerce, or related B2B/B2C fields.
• Strong customer support mindset and ability to handle multiple channels (chat, email, phone).
• Familiarity with social media platforms and advertising concepts.

Responsibilities

• Become knowledgeable about social media products and community standards.
• Provide support across chat, email, instant messaging, and phone.
• Guide advertisers on best practices and address business needs with product knowledge.
• Act as contact point for agencies and advertiser accounts; drive communications and issue resolution.
• Educate advertisers on product usage and resolve complex cases; meet turnaround times and quality standards.

Skills

Interpersonal skills

Verbal & written communication

Customer support

CRM systems

Education

Bachelor's degree in Commerce

Bachelor's degree in Economics

Bachelor's degree in Finance

Master's in Business Administration

Master's in Business Analytics

Tools

CRM systems

Data analytics tools

Job description

Associate - S&M - Customer Success

Ready to turn bold ideas into real-world impact? At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description -

Responsibilities :

• become and remain knowledgeable and passionate about leading social media products and community standards;
• have strong interpersonal skills, verbal and written communication skills;
• provide support through a variety of channels, including online chat, emails, instant messaging and phone calls;
• collect advertiser requirements, provide guidance on best practices and apply technology and product knowledge to address advertiser's business needs;
• act as a point of contact to provide consultative support on agencies and advertisers accounts;
• drive advertiser communications and technical issue resolution, aiming to achieve high level of customer satisfaction;
• educate advertisers on product usage, troubleshoot and resolve complex cases;
• complete the required tasks within the agreed turnaround times and standards of quality;
• have good language requirements
• complete and pass all required training provided by the client;

Minimum Qualifications:

• experience in relevant industry certification in digital marketing, or eCommerce, or B2B/B2C sales, or digital ad sales, or related field;
• comfortable over the phone and navigating CRM systems;
• ability to provide exceptional customer support;
• have strong understanding of social media;

Preferred Qualifications:

• preferably have experience working with social media monitoring;
• preferably have strong IT knowledge;
• preferably have achieved either a college degree or an equivalent diploma, or studying towards achieving one;
• preferably have experience working with small and medium-sized businesses;
• preferably have demonstrated success in driving revenue growth and exceeding sales targets; o preferably have strong understanding of social media marketing, online advertising sales, campaign management, and customer service;
• preferably have completed sales or marketing certifications in digital marketing, social media marketing, etc

What can we offer?

• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports language courses, professional training and great career development opportunities
• Free access to our award-winning learning platform
• Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs

Why join Genpact?

• Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Qualifications -

• Bachelors - Commerce
• Bachelors - Economics
• Bachelors - Finance
• Masters - Business Administration
• Masters - Business Analytics

Certifications -

• Certified Implementation Specialist - Customer Service Management -