Helpdesk Customer Support - Operations Manager

Philippines·TaguigFull-timemid

OtherSupport

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Quick Summary

Key Responsibilities

Deliver outstanding real-time support to advertisers via live chat, email, and ticketing systems like Zendesk and Salesforce. Skillfully handle complex customer inquiries in a dynamic,

Requirements Summary

Bachelor’s degree in Business, Marketing, Business, Information Technology, Computer Science, Software Engineering, Information Systems, or a related technical field.

Technical Tools

OtherSupport

Requirements

~1 min read

Bachelor’s degree in Business, Marketing, Business, Information Technology, Computer Science, Software Engineering, Information Systems, or a related technical field.
At least 2 years of experience in customer or technical support, preferably in a digital advertising or BPO environment with experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
Experienced in managing live chat and ticketing systems like Zendesk, Freshdesk, or Salesforce Service Cloud for efficient customer support.
Strong knowledge of digital advertising (CPC, CPM, targeting, conversion tracking) and proficient in SQL for data analysis and reporting.
Excellent communication skills and an analytical mindset to interpret campaign data and drive optimizations.
Adaptable to shift-based, fast-paced environments, consistently meeting performance goals.
Proficient with APIs, server-side event tracking, webhooks, SDKs, and Ads Manager or similar platforms for campaign management.
Skilled in reading/debugging API payloads (JSON/XML) and understanding marketing analytics, conversion tracking, and attribution models.
Strong problem-solving skills and effective collaboration with clients, engineering, and product teams.

Responsibilities

~2 min read

→Deliver outstanding real-time support to advertisers via live chat, email, and ticketing systems like Zendesk and Salesforce.
→Skillfully handle complex customer inquiries in a dynamic, high-volume call center environment.
→Drive successful resolutions to challenging issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
→Serve as the trusted business contact and expert resource for campaign optimization and platform best practices.
→Maintain thorough and accurate case documentation, capturing every interaction, troubleshooting step, and resolution.
→Collaborate with team leaders to consistently surpass SLAs in response times, issue resolution, and customer satisfaction.
→Lead and mentor junior team members, fostering accountability and exceptional customer outcomes.
→Communicate complex product information clearly and confidently to stakeholders across various technical backgrounds.
→Manage short-term business operations with informed decision-making within your responsibility scope.
→Continuously update and enrich an internal knowledge base with recurring cases and proven solutions.
→Work closely with internal teams and external partners to elevate service quality and streamline workflows.
→Adapt to a flexible schedule, covering rotational shifts to support global teams effectively across multiple time zones.
→Be the go-to subject matter expert on processes and products to ensure quick responses and efficient issue resolution.
→Lead specialized teams focusing on Pixel tracking, events API integration, SDK implementation, and data flow troubleshooting.
→Leverage advanced SQL skills to analyze campaign performance, identify tracking problems, and extract valuable insights.