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:

• 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.