Specialist Customer Care

Job description

We are looking for a highly analytical, proactive, and deeply technical Senior Product Subject Matter Expert (SME) to serve as the ultimate authority on our digital marketing and ad-serving product ecosystem. In this role, you will bridge the gap between operational execution, complex technical troubleshooting, and client satisfaction. You will drive operational efficiency by resolving high-tier product issues, mentoring team members on product complexities, and translating technical insights into actionable business strategies for senior stakeholders. Key Responsibilities 1. Advanced Product Support & Client Satisfaction Serve as the highest point of escalation for complex product, technical, and workflow issues relating to the digital marketing and ad-serving platform. Ensure client satisfaction by providing rapid, accurate resolutions to high-priority product issues, ensuring strict adherence to critical SLAs. Translate intricate technical and product constraints into clear, consultative explanations for clients and account health management. 2. Knowledge Management, Upskilling & Quality Assurance Identify product knowledge gaps (BQs) across the wider operations team and architect for comprehensive training modules, playbooks, and documentation. Support employee growth by upskilling team members on advanced product features, updates, and troubleshooting methodologies. Audit team outputs to ensure adherence to product guidelines, quality standards, and technical accuracy. 3. Stakeholder Collaboration & Strategic Reporting Regularly engage with clients, product managers, and internal cross-functional stakeholders to review product performance, platform bugs, and feature requests. Own the product insights section of key operational reviews (WBR, MBR), delivering deep-dive Root Cause Analyses (RCAs) on platform anomalies or technical failures. Act as the voice of operations to the product engineering team, proposing system enhancements and workflow automation based on operational trends. 4. Operational Efficiency & Process Improvement Lead performance improvement initiatives by evaluating current product workflows and identifying opportunities for automation or elimination of friction points. Monitor product-related operational metrics (e.g., ticket resolution times, recurring system bugs, and workflow efficiency). Independently manage high-impact, product-centric projects, delegating technical tasks effectively when leading ad-hoc task forces. Skill Requirements Experience: Minimum of 1–2 years of deep hands-on experience working with an International Digital Marketing / Ad Serving platform (e.g., Google Ad Manager, Campaign Manager 360, DV360, Meta Ads Manager, or similar programmatic tech stacks) as a SME or Team Lead Technical & Analytical Skills: Proven ability to independently conduct deep-dive Root Cause Analyses (RCAs), analyze data trends for WBRs/MBRs, and troubleshoot complex technical configurations (e.g., pixel tracking, ad tags, audience delivery issues). Leadership & Communication: Strong mentorship skills with a proven track record of training and upskilling teams on complex product concepts. Exceptional communication skills to translate technical jargon into business value for stakeholders. Operational Agility: Experience driving process improvement, managing workflow efficiencies, and working independently under tight client SLAs. Flexibility: Ability to work in shifts, including nights and weekends, to support our global enterprise clients around the clock. Other Requirements 1. Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. 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