Offerwall Customer Success & Support Manager

About [Employer hidden]

[Employer hidden] is building a next-generation rewards and performance marketing platform, connecting advertisers, users, and publishers through high-quality, measurable results. With 1M+ registered users and a rapidly scaling network of global advertisers, [Employer hidden] is shaping the future of online earnings and reward-based user acquisition. We help apps, games, and brands acquire high-intent users through incentivized actions, and we help publishers monetize through our fast-growing offerwall and API integrations. We are a team of 10 which means everyone has a high impact by nature and plays a critical role. We support each other, move fast, and genuinely care about what we build. We are looking for someone who is humble, curious, and ambitious.

Who you are

• Experience in offerwall preferred, alternatively performance marketing, or mobile user acquisition
• Proven account management or customer success background with a track record of retaining and growing partnerships
• Genuine curiosity about AI automation: you actively look for ways to use tools like Claude to work smarter
• Strong communicator who can translate technical nuance for non-technical partners and vice versa
• Data-driven mindset. You back your decisions with numbers and are comfortable in analytics tools
• A self-starter who takes ownership without being asked
• Someone who loves building processes, not just following them
• Comfortable wearing many hats on any given day
• Humble, team-first, and genuinely happy to help — whether it's a partner query or a colleague needing a hand

Desirable

• Familiarity with offerwall and affiliate platforms, publisher monetisation, or CPA/CPI campaign structures
• Hands-on experience with Metabase, PostHog, Intercom, Jira, or similar tools
• Experience working in a startup or small team environment where scope evolves quickly

What the job involves

As our Offerwall Customer Success & Support Manager, you will sit at the intersection of our publisher network, advertiser relationships, and end-user experience. You will be the right hand to Irfan, our Product lead and become the go-to person for ensuring our partners are set up for success, and our app users get the help they need fast. This is not a ticket-closing role. It is a relationship-building, insight-generating, process-creating role for someone who wants to have real impact at a growing company.

• Monitor and optimise publisher performance across our offerwall and API integrations, proactively flagging and resolving issues
• Build and maintain strong relationships with publisher partners, identifying opportunities to grow their revenue and expand the partnership
• Monitor our offer inventory and build processes and automations to suggest the right offers to the right partners at the right time
• Handle advertiser campaign queries and troubleshooting with speed and clarity
• Identify upsell and expansion opportunities within the advertiser base and collaborate with the team to act on them
• Oversee support for [Employer hidden]'s own app users via Intercom, ensuring timely and high-quality responses are delivered (we currently have a part-time CS Manager who will report to you) and suggest process improvements
• Spot patterns in user issues and translate them into actionable product or process improvements
• Build and maintain performance reports and dashboards using Metabase and PostHog
• Create scalable support and success processes from scratch — we are still building here and want your input
• Leverage AI tools (Claude and others) to automate repetitive tasks and improve response quality and speed

Tools You'll Work With:

• Intercom — primary customer support channel for app users
• [Employer hidden] Publisher & Advertiser Portal — internal partner management
• Metabase & PostHog — analytics and performance reporting
• Jira / Atlassian — task and project tracking
• Claude and other AI tools — for automation, drafting, and workflow improvement

Application process

Important Note: Read until the end and submit a short cover letter to be considered for the role. We would love to hear from you. If you want to know more about this opportunity, please complete this application with your most recent work profile and we will get back to you ASAP. Important Note to be considered: Please add your salary expectations in your cover letter and submit your motivation to join [Employer hidden].