Keen

Customer Support

• Support end-user customers via email, chat, phone, and service management platforms in multiple languages
• Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds
• Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
• Meet and exceed service level agreements with timely, accurate responses
• Escalate complex issues to management when necessary
• Maintain detailed case records and contribute to improving knowledge base documentation
• Analyze customer issues to identify patterns and recommend solutions
• Develop a deep understanding of products, services, and customer requirements

Customer Service Agent – French, Italian, Spanish Speaking

Performance Marketing

• Build, launch, and optimise Google Ads campaigns across Search, Shopping, Performance Max, YouTube, and Display.
• Manage day-to-day account execution, including keyword research, bid adjustments, budget pacing, and negative keyword management.
• Set up and maintain campaign structures, feeds, audiences, and conversion tracking to ensure clean, scalable accounts.
• Execute structured testing across ad copy, creative, audiences, bidding strategies, and placements.
• Monitor daily and weekly performance in Google Ads, GA4, and attribution tools (e.g. Northbeam) to identify optimisation opportunities.
• Collaborate with creative and CRO teams to brief new ad assets and landing pages based on performance insights.
• Support performance reporting by surfacing learnings, insights, and recommendations to internal stakeholders.
• Stay up to date with Google Ads product updates and best practices, applying learnings directly within accounts.

Google Ads Specialist

Video Editor

• Edit short-form videos for TikTok, Instagram Reels, YouTube Shorts, and emerging platforms
• Cut videos with strong hooks, clear story flow, and platform-appropriate pacing
• Select and integrate trending sounds, music, and audio formats
• Add captions, text overlays, emojis, transitions, graphic elements, and effects to enhance engagement and clarity****• Edit video ads for Meta, TikTok, YouTube, and other paid platforms
• Produce multiple versions of the same concept for creative testing (hook swaps, cut-downs, pacing variations, CTA changes)
• Apply feedback from performance results to continuously improve future edits****• Repurpose long-form or raw footage into short-form, platform-native clips
• Take creative direction well and implement feedback efficiently, while proactively improving pacing, hooks, and visual storytelling
• Collaborate with Creative, Growth, and Performance teams to deliver video assets aligned with brand voice and goals
• Keep project files, exports, and versions well-organized using clear naming conventions to support fast iteration

• Build, launch, and manage paid campaigns across Meta, TikTok, Pinterest, and Axon by AppLovin.
• Ensure accurate setups, tracking, naming conventions, and audience structures.
• Perform detailed QA on ad copy, landing pages, audiences, UTMs, and ad formats.
• Upload and organize a high volume of weekly ads (50+ per week) across multiple formats (1:1, 4:5, 9:16).
• Maintain organization within project management tools (Asana, Air).
• Monitor campaign performance to meet ROAS, CPA, and CPL goals.
• Adjust budgets, targeting, and creative based on real-time performance data.
• Collaborate with strategy teams to support broader campaign objectives.
• Identify opportunities to scale campaigns efficiently while maintaining ROI.
• Track, monitor, and interpret campaign performance using GA4, Motion, Northbeam, and other attribution tools.
• Prepare reports and dashboards to communicate results and insights to clients and internal teams.
• Provide actionable recommendations for creative testing and ad optimization.
• Work with Creative Strategists to test new creative concepts and ad variations.
• Share insights on audience engagement, messaging, and ad performance.
• Maintain a log of best practices and learnings for future campaigns.

Paid Media Strategist

SEO Marketing

• Execute SEO onboarding & recurring tasks: technical audits, architecture checks, indexing fixes, page speed improvements, content audits.
• Local SEO setup & optimization: NAP workbook, competitor/SERP research, Google Business Profile optimization, local rank tracking.
• Manage citations & directory listings: audit, update, build citations; submit to aggregators (Data Axle, Neustar, Foursquare); optimize listings (Yelp, BBB, niche directories).
• Support on-page SEO & content updates: update titles, H1s, meta descriptions, schema, internal linking; optimize location/service pages; Screaming Frog crawls.
• Review & reputation management: set up GHL snapshots, monitor reviews, flag negatives.
• Backlink tasks: submissions, directories, outreach follow-ups, documentation, monthly quotas.
• Monitor performance & reporting: track rankings, traffic, GBP metrics, citations; detect issues; prepare reporting data.

Customer Service Agent – French, Italian, Spanish Speaking

Google Ads Specialist

Video Editor

Paid Media Strategist

Search Engine Optimization Specialist