Account Manager

Aurora Group is a global advertising and technology company built to support performance marketers. Our ecosystem includes access to premium ad accounts, our proprietary SaaS platform, in-house educational platform, and a performance marketing arm for e-commerce and lead gen. Thousands of companies, from solo media buyers to global teams, rely on our infrastructure to scale, optimize spend, and grow profitably.
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.
Tasks

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
Requirements

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these, we encourage you to apply. The preferred qualifications are a bonus, not a requirement.
Minimum Requirements
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
Preferred 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
At Aurora, we are proud to be a fully remote team with talented members working across the globe. We believe in the power of flexibility while fostering a highly collaborative environment. Our team is spread across different time zones, but we stay connected through regular virtual meetings, collaborative tools, and open communication channels.
If this sounds like a fit, we'd love to hear from you. Please submit your CV along with a short note about your relevant experience and why you're interested in the role.
Our hiring process typically involves an initial screening call, followed by one or two interviews with members of the Account Management and leadership teams, and may include a short practical exercise to see how you\'d approach a real client scenario. We aim to move quickly and keep candidates informed at every stage.

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