Helpdesk Customer Support - Operations Manager

Helpdesk Customer Support - Operations Manager

Qualifications

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.

Roles & Responsibilities

• Provide exceptional real-time support to advertisers through live chat, email, and ticketing platforms such as Zendesk and Salesforce.
• Expertly manage complex customer inquiries within a fast-paced, high-volume call center setting.
• Drive effective resolution of intermediate to advanced challenges involving campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Act as the go-to business contact and trusted process expert for campaign optimization and platform utilization.
• Ensure meticulous case documentation, capturing every interaction, troubleshooting step, and resolution detail.
• Support team leaders in exceeding SLAs related to response times, issue resolution, and overall customer satisfaction.
• Lead and mentor junior staff, taking accountability for outstanding customer outcomes.
• Communicate intricate product information clearly and confidently to stakeholders from diverse technical backgrounds.
• Oversee short-term business operations and make informed decisions within your area of responsibility.
• Continuously update and maintain an internal knowledge base filled with recurring cases and proven solutions.
• Collaborate seamlessly with internal teams and external partners to enhance service quality and streamline processes.
• Embrace a flexible schedule, working rotational shifts to support global teams across multiple time zones effectively.
• Serve as a subject matter expert on processes and products to guarantee swift responses and issue resolution.
• Lead specialized teams skilled in Pixel tracking, events API integration, SDK implementation, and data flow debugging.
• Utilize advanced SQL query skills to analyze campaign performance, diagnose tracking issues, and extract insightful data.