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MNTN is seeking a Platform Support Specialist to join its newly formed customer support organization. This is a founding-level role supporting non-staffed customers and small businesses using MNTN's self-serve Connected TV advertising platform.
You will be the primary point of contact for a high-volume queue of customer inquiries, diagnosing and resolving platform-related issues including account setup, billing, product navigation, campaign troubleshooting, and general how-to questions. Success is measured by speed, accuracy, and first-contact resolution rates—getting customers unstuck without unnecessary escalation.
Key responsibilities include: processing daily inbound inquiries across multiple channels while meeting SLA targets; diagnosing root causes through targeted questions and problem reproduction; resolving issues independently where possible; escalating complex issues with thorough documentation; building knowledge of self-service resources and matching customers to appropriate help materials; maintaining accurate ticket documentation for trend analysis; following triage and escalation protocols consistently; and flagging recurring issues and product friction patterns to leadership.
As a founding team member, you'll actively shape how Platform Support operates—contributing feedback on processes, standards, and culture as the function is built from the ground level.
You bring 1–3 years of customer-facing experience with some exposure to product or technical support (SaaS, adtech, or digital marketing platforms preferred). You can diagnose and resolve platform issues independently, have hands-on experience with ticketing or chat systems (Intercom, Zendesk, Salesforce Service Cloud, or similar) at production volume, and excel at navigating ambiguous problem descriptions. Strong written communication is essential in this async, high-volume environment. Background in adtech, digital advertising, programmatic media, or Connected TV is a plus.
