Frontline PS Shift Lead

To thrive in this role, you'll need:

• Bachelor s degree in Engineering, Business, or a related field.

• 5 8 years of experience in AdTech, SaaS, or Technical Support Operations.

• Proven experience in incident management, process optimization, and KPI ownership.

• Strong analytical and problem-solving abilities; proficiency in tools like Excel, Tableau, or Salesforce.

• Excellent communication and stakeholder management skills.

• Strong ownership and accountability mindset.

• High customer empathy and solution-oriented thinking.

• Ability to perform under pressure and manage multiple priorities.

• Team leadership and coaching capabilities.

• Continuous improvement and innovation mindset.

Bonus points if you have:

• Experience working in 24 5 or 24 7 global support environments preferred.

How you'll make an impact:

• Manager Incident Escalation by as the central point of contact for all incident-related communications.

• Identify and document incidents, maintain timelines, and ensure timely stakeholder updates.

• Drive the incident resolution process to restore normal operations quickly and conduct detailed post-incident reviews, identify root causes, and document lessons learned.

• Act as Point of Contact (POC) for social-media-based complaints impacting the advertiser experience.

• Optimize Process Quality Management by identifying improvement opportunities within Support operations to enhance efficiency and customer satisfaction.

• Conduct regular KPI and trend analysis to anticipate potential risks or recurring issues.

• Lead quality audits, prepare findings and recommendations, and follow through on corrective actions.

• Manager Shift Operations by overseeing shift scheduling and ad-hoc coverage across domains.

• Own KPIs and end-to-end ownership of customer experience KPIs: CSAT, NPS, TTFR, TTR, Shift-Left %, Case Age, and Customer Effort Score.

• People Development Performance Management by supporting hiring, onboarding, and certification for new team members.

• Focus on Technical Project Delivery by acting as a technical escalation point for domain-specific issues.

Why Taboola

• Adam Singolda, Taboola Founder and CEO says; You can copy anything from another business but you can t copy a company s culture.

• we'll-being:

  Enjoy a range of locally relevant benefits and workplace perks.

• Flexibility:

  We offer a hybrid work schedule with 3 days in-office with an option to come in more often if desired.

• Work with some of the biggest names:

  We work with some of the biggest names in the business. Our publisher partners include Yahoo, Conde Nast, Fox Sports, NBCU, ESPN, CBS, and E! Online. Our advertiser clients include we'lls Fargo, Honda, Pinterest, Expedia and Honda