Product Support Consultant, Ads Billing

About the Role

We are looking for a detail-oriented and customer-focused Product Support Consultant, Ads Billing to join our growing team in India. In this role, you will serve as the primary point of contact for advertisers, agencies, and internal stakeholders who require assistance with billing-related queries, payment discrepancies, invoicing issues, and advertising account reconciliation. You will play a critical role in ensuring a seamless billing experience across our advertising products and platforms.

As a Product Support Consultant, you will work closely with cross-functional teams including Finance, Sales, and Product Engineering to investigate complex billing issues, escalate systemic problems, and drive resolution within defined SLAs. Your ability to communicate clearly, analyze data accurately, and manage multiple priorities simultaneously will be essential to your success in this position.

This is an excellent opportunity for professionals who are passionate about digital advertising, financial operations, and delivering exceptional client experiences. You will gain deep exposure to global advertising billing ecosystems while contributing to process improvements that impact thousands of advertisers across the region.

Key Responsibilities

• Handle inbound support requests from advertisers and agencies related to invoices, payment failures, credit adjustments, and billing disputes via email, chat, and internal ticketing systems.
• Investigate and resolve discrepancies between advertiser accounts and billing records by coordinating with Finance and Accounts Receivable teams.
• Assist clients in understanding billing cycles, payment terms, tax implications (GST/TDS), and platform-specific billing policies applicable to the Indian market.
• Document recurring billing issues and escalate patterns to the Product and Engineering teams to drive long-term platform improvements.
• Maintain accurate records of all client interactions, resolutions, and follow-ups within the CRM and support tools.
• Collaborate with the Sales and Account Management teams to proactively communicate billing changes, policy updates, and platform enhancements to clients.
• Meet or exceed key performance metrics including first response time, resolution time, customer satisfaction (CSAT) scores, and quality benchmarks.
• Contribute to the development of internal knowledge base articles, FAQs, and support documentation to improve team efficiency.

Requirements

• Bachelor's degree in Commerce, Business Administration, Finance, or a related field.
• 2–4 years of experience in customer support, billing operations, or financial services, preferably within a digital advertising or technology company.
• Strong understanding of digital advertising platforms such as Google Ads, Meta Ads, or programmatic advertising ecosystems is highly desirable.
• Familiarity with Indian taxation norms, including GST, TDS, and invoicing compliance for digital services.
• Proficiency in support tools such as Salesforce, Zendesk, or Freshdesk, along with intermediate Excel or Google Sheets skills for data analysis.
• Excellent written and verbal communication skills in English; proficiency in Hindi or regional languages is an added advantage.
• Demonstrated ability to manage high-volume workloads while maintaining attention to detail and a client-first mindset.

Benefits

• Competitive compensation package with performance-based incentives and annual appraisals aligned to market standards.
• Comprehensive health insurance coverage for employees and immediate family members, including medical, dental, and vision benefits.
• Flexible hybrid work model with opportunities to collaborate from modern office spaces across major Indian cities.
• Access to continuous learning platforms, certifications in digital advertising, and sponsored professional development programs.
• Inclusive and diverse work culture with employee resource groups, wellness programs, and paid volunteer time off.