Gratitude India

Operations Assistant Manager| Helpdesk Customer Support |

2 - 4 year(s)

Philippines - Manila (Taguig)

60 - 65 Thousand p.m

Job Description

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Role: Operations Manager

Timings: Day Shift (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Voice

Key Skills:

Leadership
CSAT
Operations Manager
BPO Experience
Technical Customer Support/Operations
Hands-on experience with ticketing tools
SQL, APIs, and Digital Advertising.

Job Title: Operations Assistant Manager – Help desk Customer Support
Onsite | McKinley
We are looking for a highly capable Operations Assistant Manager to support and drive service excellence within our Helpdesk Customer Support team. This role is ideal for a technically proficient and people-focused leader who can oversee daily operations, ensure high-quality customer support delivery, and guide teams handling complex advertiser concerns.
Key Responsibilities:
- Oversee real-time support delivery via chat, email, and ticketing platforms (Zendesk, Salesforce, etc.).
- Lead and mentor Team Leaders to meet SLAs on response time, resolution, and customer satisfaction.
- Act as a subject matter expert in digital advertising, supporting campaign setup, billing, targeting, and performance issues.
- Ensure accurate documentation of cases, resolutions, and knowledge base updates.
- Collaborate with product, engineering, and cross-functional teams to resolve technical issues and improve workflows.
- Support troubleshooting of APIs, pixel tracking, and server-side integrations while driving process improvements.
Qualifications
- Bachelor’s degree in a relevant field.
- 2–4 years of experience in customer or technical support in BPO, SaaS, or AdTech.
- Strong knowledge of digital advertising, SQL, APIs, and troubleshooting tools.
- Excellent leadership, analytical, and communication skills.

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Isaac Love

Recruiter - Gratitude India

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