Customer Care Specialist
Criteo
What You'll Do:
You will join Criteo’s multinational Global Customer Care Team, the first point of contact for our customers across EMEA. Our mission is simple yet ambitious: deliver an outstanding, efficient, and AI‑powered customer experience for every incoming request, whether via email or live chat.
We are deeply client‑centric and excel through collaboration, communication, and teamwork. We take pride in enabling our clients to succeed by helping them navigate Criteo’s Advertising Platform with confidence, from campaign setup to technical troubleshooting, always sharing the right guidance at the right time.
As an AI‑driven team, we continuously leverage automation, data, and innovation to improve efficiency, scale impact, and raise the bar on customer satisfaction. Learning, curiosity, and continuous improvement are part of our DNA.
As a Customer Care Specialist, you will play a key role in supporting Criteo’s growth by acting as a trusted partner for our advertisers across a wide range of topics. This role offers strong exposure, ownership, and development opportunities within a fast‑growing, collaborative environment.
AI is transforming Customer Care, and our team is at the forefront of that transformation.
We actively participate in pilots, tests, and continuous improvements of the AI tools Criteo builds and uses, shaping the future of how we support our clients.
Deliver an excellent client experience by troubleshooting and resolving technical, creative, financial, and campaign‑setup related requests with speed, accuracy, and empathy
Act as a client advocate, escalating performance‑related questions to commercial teams and collaborating closely to ensure seamless resolution
Deliver high level of support and work alongside top client profiles to drive performance and satisfaction
Educate and empower advertisers on Criteo’s advertising platform’s features, and best practices, enabling them to run successful campaigns independently
Provide first‑level product support via email and live chat while consistently applying SLAs and strong prioritization skills
Partner with internal teams (Technical Solutions, Creative Services, Product) to escalate and resolve complex requests efficiently
Become a power user of our CRM, ensuring high‑quality case management, data accuracy, and operational excellence
Actively track and own KPIs such as reply time, resolution time, and CSAT, using data to improve both individual and team performance
Contribute to process optimization and AI adoption, helping us work smarter, faster, and at scale
Be a strong team player within a multinational Customer Care Team, where collaboration, communication, and shared ownership are essential to success
This Position is based in Gurugram, India
Shift Time : 06:30 PM IST to 3:30 AM (Shift Allowance)
Who You Are:
A strong passion for problem‑solving, simplifying complexity, and delivering solutions that leave clients satisfied
A client‑first mindset, balancing empathy with efficiency and results
Excellent organizational skills, the ability to multitask, and a sharp attention to detail in a fast‑paced environment
A collaborative spirit and a genuine enjoyment of working across teams and functions
The ability to learn quickly, adapt, and thrive amid change and ambiguity
A KPI‑driven mindset, comfortable using data to prioritize, improve performance, and drive outcomes
Curiosity, creativity, and the confidence to think outside the box to improve how things work
Strong communication skills, clear, structured, and impactful, both written and verbal
A passion for client education and enablement
An AI‑enthusiastic mindset, excited by innovation, experimentation, and sharing ideas in a rapidly evolving environment
Basic exposure to digital marketing concepts.
If you’re excited by client impact, AI‑driven efficiency, collaboration, and growth, this is a fantastic time, and a great role, to join the journey.
We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we’d love to see your application!
Who We Are:
Criteo is a leader in commerce media, helping brands, agencies, and publishers create meaningful consumer connections through AI-powered advertising solutions. We’re shaping a more open and sustainable digital future for advertising.
At Criteo, our culture is as unique as it is diverse. From our offices across the globe or from the comfort of home, our 3,600 Criteos collaborate together to build an open, impactful, and forward-thinking environment.
We foster a workplace where everyone is valued, and employment decisions are based solely on skills, qualifications, and business needs—never on non-job-related factors or legally protected characteristics.
What We Offer:
🏢 Ways of working – Our hybrid model blends home with in-office experiences, making space for both.
📈 Grow with us – Learning, mentorship & career development programs.
💪 Your wellbeing matters – Health benefits, wellness perks & mental health support.
🤝 A team that cares – Diverse, inclusive, and globally connected.
💸 Fair pay & perks – Attractive salary, with performance-based rewards and family-friendly policies, plus the potential for equity depending on role and level.
Additional benefits may vary depending on the country where you work and the nature of your employment with Criteo.