Senior Global Customer Support Analyst

Publicis Groupe; Chicago (IL); On-site; USD 76,000 - 142,000; Full time

Benefits offered by this job

Flexible time off

Parental/new child leave

Comprehensive health coverage

Job summary

Epsilon Retail Media is seeking a Customer Support Specialist to join the Platform Operations team in the United States. You will be the first point of contact for customer requests, triage incidents, and work with Success, Reliability, and Engineering to resolve issues and maintain production stability.

You will build knowledge of product offerings, educate customers, and escalate to Technical Account Managers where appropriate.

Qualifications

• Passionate about people and service with a strong customer service background with professional oral and written communication skills.
• Multilingual a bonus and comfortable working in a global setting.
• Proven track record in customer support, ideally in external client-facing roles.
• Strong organizational skills and ability to work in a dynamic environment.
• Willingness to learn new technologies and adapt to changing processes.
• Team player who can collaborate with Success, Reliability and Engineering teams.
• Understanding ITSM principles for triage, escalation and case resolution.
• Experience with ServiceNow, Jira or similar tooling.

Responsibilities

• Act as the first point of contact for customer support requests, incidents, and queries.
• Triager, troubleshoot, classify cases and document interactions to resolution.
• Collaborate with Customer Success, System Reliability, and Engineering teams to meet SLAs.
• Advocate for customers when coordinating with internal teams.
• Educate customers on product offerings and guide next steps via escalation when needed.

Skills

Customer service

Multilingual

Problem-solving

Team collaboration

Communication

Adaptability

ITSM knowledge

Attention to detail

Tools

ServiceNow

Jira

Job description

Company Description

See how Epsilon powers connected marketing by unlocking the full potential of data and identity.

Overview

Epsilon Retail Media is powering retail media, with a personalized sponsored product and display ad technology platform for some of the world\'s biggest retailers across 25 countries. Our tech paired with a world class services division is driving retailer media sales and enhanced Ad Serving for retailers of any size.

At Epsilon Retail Media, we are committed to fueling our team members’ passion for creativity, collaboration, and desire to learn and grow. After all, it’s our people that propel us forward. If you thrive in a creatively open environment with a teamwork atmosphere, this may be the job for you! The Platform Operations teams are responsible for the support, reliability and stability of Epsilon Retail Media production systems, environments, and offerings. The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence. The team has full solid-line responsibility for operations including the support, management, monitoring, reporting, troubleshooting, and repair of production systems. Core to the success of the role is to provide a premium customer support experience focused on a “center of excellence” that allows for a full-service delivery support cycle.

Responsibilities

• Act as the first point of call for customer support requests, incidents, and queries within a follow the sun support model.


• Effectively and efficiently triage, troubleshoot, and classify cases, identify incident trends, record and document interactions championing cases through to resolution with proficient escalation handling where necessary.


• Collaborate with Customer Success, System Reliability, and Engineering teams to ensure timely resolution within agreed service levels, while communicating effectively with customers.


• Be the advocate and voice for customers when collaborating with internal support teams.


• Build and maintain a strong knowledge of Epsilon Retail Media’s product offerings and be able to provide customer education on business and technical issues, and next steps for customer issues via escalation to Technical Account Managers or Client Success Managers where appropriate.

Qualifications

• Passionate about people and service with a strong customer service background with professional oral and written communication skills. Multi-lingual a bonus!


• Innovative and intuitive with a love of collaborative problem-solving.


• Proven record of achievement and success in Customer Support in a comparable role, preferably in an external client-facing capacity.


• Have strong organizational skills and enjoy a dynamic and agile working environment.


• Adaptable and willing to learn new technologies.


• Standout employee who thrives in a team environment


• Understanding and application of ITSM principles to triage cases, record and document interactions, escalation handling, problem management and case resolution.


• Experience with IT Service Management toolsets such as ServiceNow, Jira or other.

Additional Information

When you join Epsilon, we’ll create something EPIC together.We’re a global leader in data and identity, with deep expertise in digital media, clean rooms, customer data platforms, loyalty and marketing services. Positioned at the center of Publicis Groupe, Epsilon helps brands deliver personalized experiences at scale and build lasting customer relationships by unlocking the full potential of data and identity. Epsilon operates in 30+ countries across EMEA, the Americas and APAC, with more than 8,000 employees.

Check out a few of these resources to learn more about what makes Epsilon so EPIC:

Our Culture: https://www.epsilon.com/us/about-us/our-culture-epsilon

Life at Epsilon: https://www.epsilon.com/us/about-us/epic-blog

Epsilon has five values that define our culture and guide us as we create value for our clients, our people and consumers. We seek candidates who align with our company values, demonstrate them and make them meaningful in their day-to-day work:

• Act with integrity. We are transparent and have the courage to do the right thing.


• Work together to win together. We believe collaboration is the catalyst that unlocks our full potential.


• Innovate with purpose. We shape the market with big ideas that drive big outcomes.


• Respect all voices. We embrace differences and foster a culture of connection and belonging.


• Empower with accountability. We trust each other to own and deliver on common goals.

Because You Matter

As an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to:

• Time to recharge: Flexible time off (FTO), 14 paid holidays, paid sick time


• Family well-being: Parental/new child leave, childcare & elder care assistance, adoption assistance


• Extra perks: Comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching and counseling

Epsilon benefits are subject to eligibility requirements and other terms.

Epsilon is an Equal Opportunity Employer. Epsilon’s policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants who need accommodations to complete the application process. Please reach out to [e-mail] to request an accommodation.

For San Francisco Bay and Los Angeles Areas: Epsilon will consider qualified applicants with criminal histories for employment in a manner consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance and San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance. Applicants with criminal histories are welcome to apply.

Compensation Range: USD $76,400.00 - USD $141,800.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 10/23/2026.