Publisher Support Specialist

Mondo; New York (NY); Remote; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401K

Paid time off

Job summary

Mondo is hiring a Publisher Support Specialist for a remote role with EST hours. Start ASAP; permanent position with compensation in the $60k–$65k range plus bonus and benefits.

You will handle high-volume publisher inquiries, troubleshoot monetization issues, and ensure customer success in a fast-paced ad-tech environment. The role requires 1–2 years in client-facing support, experience with publishers or ad tech, and a completed degree.

Qualifications

• 1-2 years of relevant professional experience in client-facing support.
• Experience supporting publishers, website owners, bloggers, or digital advertising clients.
• Experience managing a high volume of tickets using HubSpot or Zendesk.
• Excellent written communication and professional client interaction skills.
• Degree completed is required.

Responsibilities

• Manage a high volume of incoming publisher support requests through a ticketing system.
• Troubleshoot and resolve issues related to websites, publisher accounts, advertising technology, and monetization.
• Provide clear, professional, and empathetic communication to clients.
• Identify when issues require escalation and coordinate with internal teams to drive resolution.
• Maintain accurate ticket documentation and ensure a positive client experience.
• Adapt to changing priorities and increased support volume during peak periods.
• Identify recurring issues and opportunities to improve support processes and the publisher experience.

Skills

Written communication

Customer service

Problem solving

Adaptability

Education

Bachelor's degree

Tools

HubSpot

Zendesk

Job description

Job Title: Publisher Support Specialist

Location-Type: Remote (EST working hours)

Start Date: ASAP

Duration: Permanent

Compensation Range: $60-65k, plus bonus & benefits

Benefits: Eligible for Health, Dental, Vision, 401K, PTO

Must be authorized to work in the U.S. This position is not eligible for sponsorship

About the Opportunity

We are seeking a Publisher Support Specialist to join a growing team at a digital advertising technology company that helps independent website owners, bloggers, and content creators monetize their websites through advertising.

This role is ideal for someone with experience in publisher support, ad tech, website support, or high-volume client services who enjoys troubleshooting issues, helping clients succeed, and working in a fast-paced environment.

This is an exclusive opportunity to join a team where you can make an immediate impact and grow your career.

Key Responsibilities

• Manage a high volume of incoming publisher support requests through a ticketing system.
• Troubleshoot and resolve issues related to websites, publisher accounts, advertising technology, and monetization.
• Provide clear, professional, and empathetic communication to clients, including those experiencing frustrating or time-sensitive issues.
• Identify when issues require escalation and coordinate with the appropriate internal teams to drive resolution.
• Maintain accurate ticket documentation and follow through to ensure a positive client experience.
• Adapt to changing priorities and increased support volume during peak business periods.
• Identify recurring issues and opportunities to improve support processes and the publisher experience.

Required Qualifications

• 1-2 years of relevant professional experience in client-facing support, customer service, technical support, or a similar role.
• Experience supporting publishers, website owners, bloggers, digital advertising clients, or related customers.
• Previous experience managing a high volume of support tickets using a platform such as HubSpot or Zendesk.
• Strong troubleshooting and problem-solving skills, with the ability to resolve issues independently or route them to the appropriate team.
• Excellent written communication skills and the ability to handle challenging client interactions with professionalism and composure.
• Resilience and the ability to remain organized and effective in a fast-paced, high-volume environment.
• Curiosity, adaptability, and a genuine interest in learning new technologies and developing professionally.
• A completed degree is required.

Ideal Background

Candidates with experience in the following areas are especially encouraged to apply:

• Digital advertising and publisher monetization: Experience supporting publishers or clients within an ad management company, supply-side platform (SSP), or advertising technology organization.
• Website and content platform support: Experience assisting WordPress users, independent website owners, bloggers, or digital content creators.
• High-volume client support: Experience working through a ticket queue, troubleshooting issues, and coordinating with internal teams to resolve customer problems.