株式会社Spider Labs の全ての求人一覧

【業務内容】 当社の不正広告対策ツール「Spider AF」を導入しているお客様と密接に連携し、課題を特定・解決することで、サービスの品質向上と顧客満足度の最大化を目指すポジションです。お客様が抱えるアドフラウド（広告詐欺）対策に関する問題を解決し、よりスムーズに課題対応ができるカスタマーサクセス（CS）チームの基盤づくりや業務プロセスの改善にも携わっていただきます。 このポジションでは、以下のような業務を担当します： 顧客対応（ツールの活用支援や導入後のフォローアップ、問い合わせ対応、データ調査など） お客様とのコミュニケーションを通じた課題の特定と解決策の提案 顧客の継続利用（リテンション）や追加契約（アップセル）につながる関係構築や体験の提供 顧客データの整備、分析、改善施策の実施 カスタマーサクセス業務の設計（業務プロセスの課題発見・改善・仕組みづくり）顧客がスムーズにサービスを活用できるようサポートしながら、より良い体験を提供する役割を担います。単なる対応業務ではなく、顧客と一緒に課題を解決し、成功へと導くサポートをするポジションです！ また、プロダクトやオペレーションフローの改善提案を行うことで、プロダクトの成長にも直接関わることができます。 日々進化する環境の中で、主体的に業務を進めながら、お客様の成功を支援できる仕事です。自分のサポートが直接、顧客満足や契約継続につながる実感を得られる、やりがいのあるポジションです。📌 このポジションの魅力 ・顧客の成長を支援する戦略的なカスタマーサクセスの実践 ・業務フローの改善やプロダクトの成長に貢献できる ・データを活用し、カスタマーエクスペリエンスを向上させる機会が豊富 ・顧客のインサイトをもとに他部署/チームとの連携を通して、会社成長・自己成長を経験できる ・顧客の成功を伴奏でき、顧客から感謝されるお客様とのやりとりを通じて、より良いサービスづくりにも関わることができるポジションです！

【Job Description / Responsibilities】 In this role, you will work closely with clients who have implemented our ad fraud prevention tool, "Spider AF." By identifying and resolving their challenges, you will aim to improve service quality and maximize customer satisfaction. You will address clients' ad fraud concerns and contribute to building the foundation and improving the operational processes of our Customer Success (CS) team to ensure smoother problem-solving.Specifically, you will be responsible for the following:Customer Support: Assist with tool utilization, post-implementation follow-ups, inquiry handling, and data investigation.Problem Solving: Identify client issues through proactive communication and propose effective solutions.Relationship Building: Foster strong relationships and deliver experiences that drive customer retention and upselling opportunities.Data Management & Analysis: Organize and analyze customer data to implement improvement initiatives.CS Process Design: Identify bottlenecks in current workflows, improve processes, and establish scalable systems.This position goes beyond mere reactive support; you will play a pivotal role in ensuring clients utilize our service smoothly while guiding them toward success as a collaborative partner. Furthermore, you will directly influence product growth by proposing improvements to the product itself and operational workflows.This is a highly rewarding opportunity where you can take initiative in a fast-paced, evolving environment. You will experience firsthand how your support directly impacts customer satisfaction and contract renewals.📌 Why This Role is Exciting (Position Appeal)Strategic CS Practice: Drive customer growth through strategic, proactive customer success initiatives.Impactful Contributions: Directly contribute to operational workflow improvements and product evolution.Data-Driven CX: Abundant opportunities to leverage data to elevate the overall customer experience.Cross-Functional Growth: Collaborate with other departments based on customer insights, driving both company and personal career growth.Rewarding Relationships: Partner with clients through their journey to success and experience their direct gratitude.This is a position where your daily interactions with clients will directly shape the future of our service!

ABOUT SPIDER LABS Spider Labs (Spider AF) is a marketing technology company on a mission to make digital advertising fraud-free. Headquartered in Tokyo, with offices in New York, Cork, and Lisbon, we help thousands of advertisers around the world protect their ad spend from fraud and invalid traffic. Our Lisbon office is a small, close-knit team doing meaningful work in a global environment. We're now looking for someone to be the backbone of our local operations. ────────────────────────────────────────── THE ROLE The single most important thing we're looking for is someone who is reliable, trustworthy, and present. This is a hands-on, all-rounder role. You'll be the go-to person for everything happening on the ground in Lisbon — from handling finances and local vendors to supporting the team on day-to-day operations. You don't need to be an expert in accounting or HR to get started; what matters most is that we can trust you completely and that you show up.

Job Description Digital advertising operates at a massive scale and faces increasingly sophisticated threats. At Spider AF, we build systems that detect and prevent these threats in real time — protecting businesses and customers in production environments where reliability, performance, and security matter every day.As a Senior Software Engineer, you are a high-impact individual contributor responsible for solving meaningful customer problems through secure, scalable software. You take end-to-end ownership of complex initiatives — from understanding the problem and its customer impact, through design and implementation, to validation in production and real-world adoption, much beyond writing high-quality code.Because our systems operate in live production environments where engineering decisions directly affect real customers, we hold a high bar for engineering excellence - including code quality, system design, security, reliability, and operational maturity - and consider these baseline expectations for the role. Meeting this bar is necessary, but not sufficient. Senior engineers are evaluated on the outcomes their work creates for customers and the business, not just on technical sophistication. Engineering at Spider AF is deeply connected to customer outcomes. Technical decisions must balance system health with delivery speed, usability, and impact.Senior engineers are expected to exercise judgment, reason about trade-offs, and prioritize results over technical purity.You will work hands-on across the full development lifecycle, contribute to architectural discussions, and collaborate closely with product, security, and go-to-market teams. In many situations, senior engineers are expected to act as feature-level owners: clarifying ambiguous requirements, modeling solutions from the customer’s perspective, validating assumptions, and ensuring solutions work in real-world conditions.Key Responsibilities Customer & Product ImpactOwn features end-to-end, from problem understanding and solution design through release, validation, adoption, and measurable impact.Translate ambiguous customer and business needs into pragmatic, high-quality technical solutions.Make prioritization decisions by explicitly weighing customer value, risk, opportunity cost, and time-to-impact.Ensure features are usable and valuable in real-world scenarios by contributing to documentation, examples, demos, and validation with real customer data.Monitor outcomes after release and iterate based on feedback, metrics, and operational signals.Technical Execution & System QualityDesign, implement, and maintain secure, scalable, and reliable systems that operate in production environments under strict reliability and performance expectations.Solve complex technical problems hands-on, improving architecture, performance, observability, and long-term maintainability.Make sound technical decisions that balance correctness, simplicity, and future evolution while avoiding unnecessary complexity.Apply strong engineering fundamentals, including secure coding, testing, and performance optimization in production environments.Use modern development tools and practices (CI/CD, automated testing, monitoring) to improve delivery speed and quality.Collaboration, Ownership & Engineering LeadershipRaise the engineering bar through code reviews, design discussions, and collaborative problem-solving.Communicate technical concepts, trade-offs, and risks clearly to both technical and non-technical stakeholders.Take ownership of outcomes, not just tasks — proactively identifying risks, gaps, and improvement opportunities.Contribute to continuous improvement of engineering practices, workflows, and tooling with a focus on enabling impact.Model pragmatic, customer-driven engineering behavior in day-to-day work.We believe strong engineers thrive when given real ownership and clear expectations. We value engineers who believe in continuous improvement and are willing to step outside their comfort zone to improve both delivery speed and quality. Successful candidates are confident in their technical skills, pragmatic in their decision-making, and care deeply about reliability, security, and code quality — while being equally motivated by seeing their work adopted by customers and making a measurable impact. This is a low-drama, high-trust environment where ownership, clarity, and impact matter more than technical heroics.How We Define “Done”For us, success goes beyond shipping code. “Done” is a progression: released → validated → adopted → impactfulSenior engineers are expected to own features through all of these stages — from implementation and release, through real-world validation, to customer adoption and measurable impact. This includes contributing to documentation, examples, demos, instrumentation, and follow-up improvements based on customer feedback and observed usage. Engineers who consider their work complete at release time — rather than at customer adoption and measurable impact — will likely find this role frustrating.What Success Looks Like in the First 6 MonthsIn your first months, you will be expected to move beyond onboarding and begin delivering meaningful impact. While exact projects vary, a successful start typically includes: Taking ownership of a production feature and delivering it through release, validation, and early adoption.Contributing to improvements in system reliability, performance, or maintainability within an existing service.Contributing to architectural discussions and contributing thoughtful trade-offs grounded in customer and operational impact.Engaging directly with product and stakeholders to clarify requirements and validate assumptions.By the six-month mark, you should be operating with increasing autonomy, making sound decisions that balance technical quality with measurable customer value.