📍 Job Overview

Job Title: Customer Support Lead
Company: Roku
Location: New York, NY, USA
Job Type: On-site
Category: Customer Support
Date Posted: June 25, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities:
- Manage inbound support requests from Roku Ads Manager clients across various channels.
- Create standard operating procedures to enhance response times and client satisfaction.
- Collaborate with cross-functional teams to ensure clients have the support they need to succeed.
- 📝 Enhancement Note: This role requires a strong ad tech background, exceptional communication skills, and a customer-centric mindset to thrive in a fast-paced, dynamic environment.

💻 Primary Responsibilities

Operational Playbook Creation:
- Build and maintain standard operating procedures for common support asks to increase response speed and client satisfaction.
Support Chat & Email Ownership:
- Provide speedy same-day responses to inbound support chat and email requests, ensuring clients' questions are answered quickly and in detail.
- Escalate issues to appropriate teams when necessary.
Automated Support Strategy:
- Strategize, create, and maintain automated support systems (chat bots) to provide scalable support for predictable and common asks.
Creative Review Escalation:
- Serve as an escalation point for creative auditing, ensuring the right ads are approved and the wrong ads are rejected.
Payment Support Escalation:
- Lead the custom resolution flow for billing issues to ensure on-time payment and/or refunds.
Market Feedback:
- Collect, aggregate, and incorporate customer feedback into product enhancements and future roadmaps.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field.

Experience: 2+ years of professional work experience within digital media or a similar industry, with a focus on ad sales customer support, customer service, account management, or ad tech adjacent support roles.

Required Skills:

Strong understanding of the ad tech ecosystem and common campaign issues and asks.
Proven experience with 1:many support systems, including email, chat, and automated chat bots.
Excellent communication skills, with the ability to simplify complex solutions into digestible and actionable points.
Highly collaborative and flexible work style, with the ability to adapt quickly to evolving business needs.
Strong problem-solving abilities and a natural curiosity to learn and grow in a fast-paced environment.

Preferred Skills:

Experience with self-serve, CTV, and/or growth marketer personas.
Familiarity with Roku Ads Manager or similar ad platforms.
Proven track record of driving client retention and satisfaction.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of the ad tech ecosystem and common campaign issues and asks.
Showcase your ability to manage and optimize support channels, including automated chat bot strategy, manual chat support, support email, and creative review.
Highlight your experience in customer support, customer service, account management, or ad tech adjacent support roles.

Technical Documentation:

Provide examples of standard operating procedures or playbooks you've created to enhance response times and client satisfaction.
Share success stories or case studies demonstrating your ability to drive client retention and satisfaction.

💵 Compensation & Benefits

Salary Range: $77,000 - $95,000 annually (New York only). Compensation packages are based on factors unique to each candidate, including skill set, certifications, and specific geographical location.

Benefits:

Health Insurance (medical, dental, and vision)
Equity Awards
Life Insurance
Disability Benefits
Parental Leave
Wellness Benefits
Paid Time Off

Working Hours: Full-time, 40 hours per week.

🎯 Team & Company Context

Company Culture:

Roku is committed to offering a diverse range of benefits to support employees and their families.
The company values a fast-paced environment where everyone is focused on the company's success rather than their own.
Roku believes in a pragmatic approach to innovation, with a penchant for action that gives them a unique culture.

Team Structure:

The Roku Ads Manager team is small, gritty, and focused on building the best streaming ad platform in the market.
The team moves fast, pivots quickly, and works hard to rally around decisions, challenge assumptions, and push the limits on what advertising can do for growth marketers, performance agencies, and any other business interested in making the big screen work for their brands' objectives.

Development Methodology:

Roku uses an agile development methodology, focusing on speed, collaboration, and continuous improvement.
The company values a pragmatic approach to innovation, with a focus on delivering solutions that meet the needs of their customers.

Company Website: Roku

📝 Enhancement Note: Roku is a well-established company in the streaming industry, known for its innovative products and strong company culture. The Customer Support Lead role offers an exciting opportunity to join a dynamic team and make a significant impact on the company's success.

📈 Career & Growth Analysis

Customer Support Career Level:

This role is an ideal fit for an experienced customer support professional looking to take the next step in their career.
The position offers the opportunity to manage and optimize support channels, driving client retention and satisfaction.

Reporting Structure:

The Customer Support Lead will report directly to the Ads Manager team lead and collaborate with cross-functional teams, including sales and product teams.

Technical Impact:

The Customer Support Lead will play a crucial role in ensuring clients have the support they need to succeed, driving revenue through various support channels.

Growth Opportunities:

Growth Opportunity 1: As the first Customer Support lead, you'll have the opportunity to shape the role and build a high-performing support team.
Growth Opportunity 2: With your strong ad tech background and exceptional communication skills, you'll have the chance to expand your role and take on additional responsibilities as the team grows.
Growth Opportunity 3: Roku's fast-paced environment offers ample opportunities for career growth and professional development.

📝 Enhancement Note: The Customer Support Lead role at Roku presents an excellent opportunity for an experienced professional looking to take the next step in their career. With a strong ad tech background and exceptional communication skills, the right candidate will have the chance to make a significant impact on the company's success and drive their own career growth.

🌐 Work Environment

Office Type: Roku's headquarters is located in Los Gatos, CA, with additional offices in New York, NY, and other locations worldwide. The Customer Support Lead role is based in New York, NY.

Office Location(s): New York, NY, USA

Workspace Context:

Roku's offices are designed to foster collaboration and creativity, with open workspaces and plenty of natural light.
The company provides employees with the tools and resources they need to succeed, including state-of-the-art technology and comfortable workspaces.
📝 Enhancement Note: Roku's work environment is fast-paced and dynamic, with a strong focus on collaboration and innovation. The company's offices are designed to support and enhance the work of its employees, providing them with the tools and resources they need to succeed.

Work Schedule:

Full-time, 40 hours per week, with the possibility of flexible work arrangements.
📝 Enhancement Note: Roku offers a flexible work environment, with the possibility of flexible work arrangements for the right candidate. The company values work-life balance and provides employees with the support they need to succeed both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

Process Step 1: Phone or video screen to assess communication skills and cultural fit.
Process Step 2: On-site or virtual interview with the Ads Manager team lead and cross-functional team members to discuss the role and company culture.
Process Step 3: Final interview with the hiring manager to discuss career growth and expectations.

Portfolio Review Tips:

Highlight your experience in customer support, customer service, account management, or ad tech adjacent support roles.
Showcase your ability to manage and optimize support channels, including automated chat bot strategy, manual chat support, support email, and creative review.
📝 Enhancement Note: Tailor your portfolio to demonstrate your understanding of the ad tech ecosystem and common campaign issues and asks. Highlight your ability to simplify complex solutions into digestible and actionable points.

Technical Challenge Preparation:

Brush up on your knowledge of the ad tech ecosystem and common campaign issues and asks.
Prepare for behavioral interview questions that assess your problem-solving abilities, communication skills, and customer-centric mindset.
📝 Enhancement Note: Familiarize yourself with Roku's products and services, and be prepared to discuss how your experience and skills make you a strong fit for the Customer Support Lead role.

ATS Keywords:

Customer Support
Ad Tech
Communication Skills
Problem Solving
Creative Review
Automated Support
Collaboration
Digital Media
Roku Ads Manager
Customer Service
Account Management
Ad Sales
Client Retention
Client Satisfaction

📝 Enhancement Note: Tailor your resume and portfolio to highlight the relevant skills and experience required for the Customer Support Lead role at Roku. Use the provided ATS keywords to optimize your application materials and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Roku Ads Manager (self-serve ad platform)
Zendesk (customer support ticketing system)
Slack (team communication)
Google Workspace (collaboration and productivity tools)

📝 Enhancement Note: Familiarize yourself with Roku's customer support tools and be prepared to discuss your experience with similar technologies in your application and interviews.

👥 Team Culture & Values

Roku's Core Values:

Innovation
Collaboration
Pragmatism
Speed
Accountability

Customer Support Values:

Customer-centric mindset
Excellent communication skills
Strong problem-solving abilities
Strong ad tech background
Ability to work collaboratively and adapt quickly to evolving business needs

Collaboration Style:

Roku values a fast-paced environment where everyone is focused on the company's success rather than their own.
The company encourages a culture of collaboration, with open lines of communication and a focus on collective problem-solving.
📝 Enhancement Note: Roku's team culture is dynamic and fast-paced, with a strong focus on collaboration and innovation. The company values a customer-centric mindset and exceptional communication skills in its team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Challenge 1: Managing inbound support requests from a diverse range of clients with varying levels of technical expertise.
Challenge 2: Creating and maintaining standard operating procedures to enhance response times and client satisfaction in a fast-paced, dynamic environment.
Challenge 3: Collaborating with cross-functional teams to ensure clients have the support they need to succeed.
📝 Enhancement Note: The Customer Support Lead role at Roku presents a unique set of challenges, requiring a strong ad tech background, exceptional communication skills, and a customer-centric mindset. The right candidate will thrive in a fast-paced, dynamic environment and be able to adapt quickly to evolving business needs.

Learning & Development Opportunities:

Learning Opportunity 1: Expand your knowledge of the ad tech ecosystem and common campaign issues and asks.
Learning Opportunity 2: Develop your leadership skills and take on additional responsibilities as the team grows.
Learning Opportunity 3: Contribute to Roku's culture of innovation and continuous improvement, driving your own professional development and career growth.

📝 Enhancement Note: The Customer Support Lead role at Roku offers ample opportunities for learning and development, with a strong focus on professional growth and career advancement. The right candidate will have the chance to expand their knowledge of the ad tech ecosystem and take on additional responsibilities as the team grows.

💡 Interview Preparation

Technical Questions:

Question 1: Describe a time when you had to manage a complex support issue and how you resolved it.
Question 2: How do you stay up-to-date with the latest trends and developments in the ad tech ecosystem?
Question 3: Can you walk me through your process for creating and maintaining standard operating procedures to enhance response times and client satisfaction?

Company & Culture Questions:

Question 1: Why are you interested in the Customer Support Lead role at Roku?
Question 2: How do you approach working collaboratively with cross-functional teams to drive client retention and satisfaction?
Question 3: How do you ensure that you're providing excellent customer service while also driving revenue through various support channels?

Portfolio Presentation Strategy:

Strategy 1: Highlight your experience in customer support, customer service, account management, or ad tech adjacent support roles.
Strategy 2: Showcase your ability to manage and optimize support channels, including automated chat bot strategy, manual chat support, support email, and creative review.
Strategy 3: Tailor your portfolio to demonstrate your understanding of the ad tech ecosystem and common campaign issues and asks, highlighting your ability to simplify complex solutions into digestible and actionable points.

📝 Enhancement Note: The Customer Support Lead role at Roku requires a strong ad tech background, exceptional communication skills, and a customer-centric mindset. Prepare for technical and behavioral interview questions that assess your problem-solving abilities, communication skills, and cultural fit. Tailor your portfolio to highlight your relevant experience and skills, and be ready to discuss your approach to customer support and client retention.

📌 Application Steps

To apply for this Customer Support Lead position at Roku:

Submit your application through the application link provided in the job listing.
Tailor your resume and portfolio to highlight your relevant experience and skills, using the provided ATS keywords to optimize your application materials.
Prepare for the interview process, familiarizing yourself with Roku's products, services, and company culture.
📝 Enhancement Note: The Customer Support Lead role at Roku is an exciting opportunity for an experienced professional looking to take the next step in their career. With a strong ad tech background and exceptional communication skills, the right candidate will have the chance to make a significant impact on the company's success and drive their own career growth. Tailor your application materials and prepare for the interview process to increase your chances of success.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, with a focus on ad tech, communication skills, and problem-solving abilities.
Include customer support methodologies, ticketing systems, and customer service best practices.
Emphasize customer-centric mindset, excellent communication skills, and strong problem-solving abilities.
Address common customer support challenges and strategies for managing inbound support requests.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, customer service best practices, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and ad tech-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, ticketing systems, and customer service best practices relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize customer-centric mindset, excellent communication skills, and strong problem-solving abilities.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and ad tech industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize customer support best practices, ticketing systems, and performance optimization.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address common customer support challenges and strategies for managing inbound support requests.
Focus on problem-solving methods, performance optimization, and scalable customer support architecture.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support or ad tech.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

Customer Support Lead