Customer Support Manager

Financial Times

ABOUT US The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. OUR COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups. The role  The Operations Support Analyst is responsible for supporting back-office, contract fulfilment and administrative tasks for all FT Professional customers globally (i.e., access to systems, tools, and products), ensuring appropriate rights and permissions are granted to customers as stated in their contracts’ terms and conditions.  Key responsibilities * Process and complete contract fulfilment requests for  corporate, education, syndication, agency and channel clients * Ensure that clients’ access to the correct systems, content, and tools are made available to the clients as stated in their contracts * Maintain strict operating standards, accurate data management, and client confidentiality * Escalate complex issues regarding fulfilment and client access to products, services, and tools * Provide operational and status reports to the Operations Support Team Leader and/or Manager when requested or as needed. * Prepare, analyse, and complete processes and/or operational reports as part of the general tasks assigned to the team for submission to specific internal clients or agencies * Conduct data and process investigations regarding fulfilment and client accounts concerns and complaints as directed by the Operations Support Team Leader. * Deliver ad hoc fulfilment and back-office project requests, ensuring that expectations are well managed and work prioritised. * Report to the  Operations Support Team Leader and provide information regarding the day-to-day operations of the Operations Support team * Communicate, coordinate, and follow up with necessary internally facing teams, particularly for fulfilment and access issues * Respond to agency and internal client queries, requests and concerns in a timely manner, ensuring that calls and emails are attended to and provided with complete, accurate and appropriate responses at all times. * Provide clear information and/or instructions to internal clients, agencies and agency customers regarding their requests and queries. * Address all internal clients and agency customers professionally, cordially and civilly at all times, both by email and on the phone. * Monitor, manage and distribute cases in the HUB queue to the appropriate queues of the resolving teams. * Maintain good working relationships with agencies and newsagents and ensure that all new orders and renewals are followed up appropriately Identify and escalate problems affecting a number of internal clients or agencies or influencing the timely resolution of one client’s enquiry. * Submit daily and weekly reports to  Operations Support Team Leader to show productivity and efficiency performance records, as well as the KPI reports in Salesforce. * Provide assistance on long and short term projects from marketing and finance teams providing regular updates on progress made. Required skills and experience  * Candidates must possess at least Bachelor's/College Degree, any field. * At least one (1) year experience in the customer service Core Competencies: * Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. * Collaboration: Working harmoniously with other teams towards a common goal . Actively listening to other people's opinion or concern and being receptive to feedback * Adaptability: Maintaining effectiveness when experiencing changes in tasks or assignments, processes and requirements. * Communication: Conveying information clearly to individuals or groups in a manner that helps them understand the message What’s in it for you? Our benefits Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here. We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible. Accessibility We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help. Further information At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.  Interested in the FT but don’t see the right role yet? Join our Talent Community to receive exclusive updates, featured jobs, and insights into working at the FT.

Smartly

ABOUT THE ROLE We are looking for a Solutions Specialist who will focus primarily on building, automating, and maintaining solutions within the Smartly platform and Google Apps Script environment. This role is ideal for someone with strong technical curiosity, solid scripting fundamentals, and the ability to quickly learn digital marketing concepts. You’ll partner closely with internal teams and clients to translate business requirements into scalable, efficient workflows. This is a hands-on technical role where you will create custom automations, troubleshoot complex issues, and guide clients on how best to leverage Smartly’s capabilities. Prior AdTech experience is beneficial but not required—what matters most is your learning agility, problem-solving ability, and comfort working with APIs, scripts, and data. AS A SOLUTIONS SPECIALIST AT SMARTLY, YOU WILL … CLIENT & INTERNAL COLLABORATION * Work closely with internal teams and client stakeholders to deeply understand business or workflow requirements. * Translate those needs into technical specifications, scripts, automations, or Smartly platform configurations. * Explain technical concepts clearly to non-technical audiences. SOLUTION DEVELOPMENT & AUTOMATION * Build, test, and maintain Smartly workflows, templates, rules, and custom automations. * Develop and optimize Google Apps Script solutions to support data processing, validation, reporting, and operational automation. * Research and design bespoke solutions using APIs and scripting to solve specific customer use cases. TROUBLESHOOTING & QUALITY ASSURANCE * Diagnose and resolve issues across scripts, APIs, and Smartly workflows—even when information is incomplete. * Perform thorough QA and testing to ensure reliability, performance, and error handling. * Monitor and maintain long-term stability of custom implementations. INTEGRATION & PLATFORM SUPPORT * Support client integrations with advertising platforms such as Meta, Google Ads, YouTube, DV360, and Campaign Manager 360. * Identify bugs or platform issues and deliver clear documentation and reproduction steps for Engineering teams. INTERNAL CONTRIBUTION * Improve internal tools, documentation, and best practices for scalable solution development. * Contribute to shared knowledge across the team by identifying opportunities to automate or streamline processes.   WE'RE DEFINITELY LOOKING FOR YOU, IF YOU HAVE... TECHNICAL SKILLS * Proficiency in JavaScript and Google Apps Script. * Comfortable working with APIs, JSON structures, and data workflows. * Experience with HTML5 and CSS. * Familiarity with Git, AWS, or Google Cloud Platform (GCP) is beneficial. LEARNING & PROBLEM-SOLVING * Ability to quickly learn marketing concepts such as campaign structure, optimization strategies, and attribution models. * Strong analytical and debugging skills, especially when working with automation or API-driven systems. * Structured problem solver with a logical, methodical approach. COMMUNICATION & COLLABORATION * Strong verbal and written communication skills in English. * Capable of simplifying technical ideas for non-technical partners. * Collaborative mindset with comfort working asynchronously across regions. ADDITIONAL REQUIREMENTS * Willingness to work flexible hours to support global time zones. * Curious, self-driven, and proactive in identifying opportunities to improve workflow efficiency.   #LI-HYBRID ABOUT SMARTLY Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.

Get-e

YOUR JOB Get-e is building and scaling a SaaS product for airline crew flight and train travel, internally named Positioning Activities. It sits within Get-e's wider travel operations platform and supports airline customers with crew positioning across flights and rail. This role owns that product end-to-end from Manila and makes the capability scalable, reliable, and commercially viable. The Product & Business Manager gives direction to a cross-functional team across product design, engineering, operations, and administration to improve workflows, automate manual processes, and build integrations with flight and train ticket providers. We want a hands-on owner with a startup mindset and strong execution: someone who makes progress without waiting for perfect instructions, communicates clearly, and keeps stakeholders aligned through disciplined updates and decision-making. YOUR PROFILE KEY RESPONSIBILITIES * Drive business development for new airline and travel operator customers, in close collaboration with the sales teams. * Own supplier and aggregator relationships commercially: negotiate contracts, manage SLAs, and ensure competitive pricing with GDS providers, NDC airlines, and rail operators. * Translate customer needs, operational pain points, and business goals into clear product priorities. * Lead new customer launches and manage expectations and deadlines. * Lead product discovery and delivery for the whole platform. * Design operational processes to handle complaints, ticket updates, and financial concerns. * Identify operational inefficiencies and turn them into scalable product improvements. * Improve the UX and automation of workflows for existing airline customers. * Work closely with engineering on API integrations, booking flows, and operational fallback processes. * Report regularly to senior leadership on business unit KPIs, commercial progress, and strategic risks. QUALIFICATIONS: REQUIRED * 6+ years of experience as a Product and/or Business Manager, preferably in a startup, scale-up, or operational product environment. * Proven experience with API integrations and complex booking or transaction flows. * Strong experience working with engineering, product design, and operational teams. * Comfortable working close to daily operations and turning messy workflows into clear product solutions. * Strong written and verbal communication skills in English. * Bachelor's degree or equivalent practical experience. PREFERRED * Experience with GDS, NDC, crew planning, airline operations, or travel booking platforms. * Experience with flight, rail, travel logistics, or workflow automation products. WHY US? We believe in taking care of our team because when you’re at your best, so are we. Here’s what you can look forward to: * Travel Expense and Parking Reimbursement: We’ve got your commuting costs covered. Prefer driving? We’ll handle a portion of your travel expenses and parking at the office * Experience Our Service: Wondering why our clients rave about our cab service? You can use it twice a year yourself around the world. * Free Snacks: Hungry? Grab some snacks and refreshments from the pantry.  * Vacation Days: Relax and recharge with 15 days of vacation each year on top of 15 days of sick leaves * Remote Work: Hybrid working model (2 days from home), with the possibility of working 2 weeks from abroad. Does this sound like the opportunity you’ve been waiting for? There’s only one way to find out, apply today!