[Hiring] Account Manager @Aurora Group

Role Description

We're expanding our Account Management team to better support our growing client base across the Americas, including our Portuguese-speaking clients in Brazil and our wider US client base. This role is the day-to-day point of contact for our clients once they've onboarded, keeping their operations running smoothly across our platform and ad account infrastructure. You'll work closely with our Business Development, Client Support, and Operations teams to make sure every client gets the responsiveness and technical know-how they need to keep scaling.

If you enjoy solving problems quickly, juggling multiple clients at once, and becoming the go-to person your clients rely on, this role is for you.

• Respond to all client inquiries in a timely and professional manner over live chat and client channels
• Triage and prioritise a high volume of incoming tickets and requests throughout the day
• Monitor and follow up on ad account requests that require attention
• Resolve open tickets across account requests, billing, deposits, resource provisioning, and other operational matters
• Review account requests and provide clear feedback when adjustments are needed before submission
• Coordinate the delivery of account resources and credentials to clients so they can get up and running quickly
• Onboard new clients and guide them through our platform, processes, and best practices
• Cover and manage tickets from clients across different time zones during US hours
• Provide ongoing support to clients to ensure their campaigns and operations run smoothly
• Spot opportunities to expand the relationship (new products, additional spend capacity, referrals) and flag them to the Business Development team
• Feed insights back to the team on recurring client issues, platform friction, and improvement opportunities

Qualifications

• Based in Brazil
• 2+ years of experience in account management, technical support, customer success, or client operations
• Native or fluent Portuguese and near-perfect English, both written and spoken
• Technically capable: comfortable navigating SaaS platforms, troubleshooting issues, and explaining technical concepts to clients in plain language
• Strong organizational and time management skills, with clear prioritization across a high volume of concurrent tickets
• Problem-solving mindset, with the ability to resolve client issues quickly and effectively using available tools and internal knowledge
• Proactive approach: able to work through ambiguity, find answers independently, and improve processes as you go
• Strong written communication, as the majority of your client conversations will happen over live chat
• Self-directed and comfortable working remotely in US hours
• Detail-oriented, reliable, and genuinely enjoys building long-term client relationships

Requirements

• Experience in account management at an ad tech company, affiliate network, or similar performance marketing business
• Operations or client-facing experience at a media buying agency
• Technical customer success or support experience at a SaaS product, with a track record of handling complex accounts
• Technical account management experience at a fintech, payments, or card issuing provider
• Working knowledge of advertising accounts (Meta, Google, TikTok, native networks) and the typical issues that arise around them
• Experience managing client relationships in a distributed, multi-timezone team
• Additional languages, Spanish especially useful for broader Americas coverage

Benefits

• Remote-First at Aurora
• Fully remote team with talented members working across the globe
• Flexibility while fostering a highly collaborative environment
• Regular virtual meetings, collaborative tools, and open communication channels