Operations Assistant Manager – Helpdesk Customer Support (Summary)

Location: McKinley, Philippines (Onsite)

Shift: Rotational / TBD

Job Summary

The Operations Assistant Manager will oversee customer support operations for digital advertising clients, ensuring timely resolution of complex advertiser inquiries related to campaign setup, ad performance, billing, targeting, conversion tracking, APIs, and technical integrations. The role involves managing team leaders, driving service delivery, maintaining SLA performance, and collaborating with internal stakeholders to improve customer experience and operational efficiency.

Key Responsibilities

• Lead and manage customer support teams handling live chat, email, and ticket-based inquiries.
• Oversee resolution of complex issues involving campaign performance, tracking, billing, targeting, and platform usage.
• Ensure achievement of service level agreements (SLAs), quality standards, and customer satisfaction targets.
• Serve as the team's subject matter expert on digital advertising, APIs, SQL, Pixel tracking, Events API, SDKs, and conversion tracking.
• Analyze technical issues, troubleshoot integrations, and collaborate with engineering and product teams on escalations.
• Supervise team leaders and support continuous process improvement initiatives.
• Manage reporting, documentation, knowledge base updates, and troubleshooting guides.
• Support campaign optimization using data insights, attribution reporting, and event diagnostics.
• Participate in quality assurance testing for new tracking, API, and integration-related product features.

Requirements

• Bachelor's degree in Business, Marketing, Information Technology, Computer Science, Software Engineering, Information Systems, or a related field.
• 2–4 years of experience in Customer Support, Technical Support, AdTech, SaaS, Digital Advertising, or BPO environments.
• Experience leading teams and managing service delivery operations.
• Strong knowledge of digital advertising concepts such as CPC, CPM, audience targeting, conversion tracking, attribution models, and marketing analytics.
• Hands-on experience with SQL, APIs, server-side tracking, webhooks, SDKs, and API debugging.
• Proficiency with ticketing platforms such as Zendesk, Salesforce, or Freshdesk.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Comfortable working in a high-volume, fast-paced, rotational shift environment.
• Mandatory experience in SQL, APIs, and Digital Advertising.