Job Overview

We are looking for an experienced Operations Assistant Manager to lead and support our Helpdesk Customer Support operations. The ideal candidate will manage service delivery, drive team performance, ensure excellent customer experience, and act as a subject matter expert for complex advertiser support concerns.

You will oversee teams handling digital advertising platforms, campaign optimization, technical troubleshooting, tracking integrations, and customer escalations while collaborating with internal product and engineering teams.

Key Responsibilities

• Manage day-to-day operations and ensure high-quality support delivery through live chat, email, and ticketing channels.
• Lead and support Team Leaders in achieving service level agreements (SLAs), productivity, and customer satisfaction targets.
• Handle escalated and complex customer concerns related to:
  • Campaign setup and optimization
  • Ad performance and targeting
  • Billing concerns
  • Pixel tracking and conversion measurement
  • API and integration issues
• Serve as the process and product expert for advertiser support operations.
• Ensure accurate documentation of customer cases, troubleshooting steps, and solutions.
• Collaborate with engineering and product teams to resolve technical issues and improve processes.
• Analyze campaign data and troubleshoot tracking discrepancies using SQL, APIs, and reporting tools.
• Oversee workflows involving:
  • Pixel implementation
  • Events API
  • SDK integration
  • Server-to-server (S2S) tracking
  • Data mapping and integration troubleshooting
• Review API logs, identify root causes of failures, and provide detailed issue analysis.
• Support QA testing and rollout of new product features related to tracking and integrations.
• Develop knowledge materials, troubleshooting guides, and process improvements.
• Work effectively in a fast-paced, high-volume, rotational shift environment.

Qualifications & Requirements

• Bachelor’s degree in Business, Marketing, Information Technology, Computer Science, Software Engineering, Information Systems, or related fields.
• 2–4 years of experience in Customer Support, Technical Support, Operations, or BPO environments.
• Experience in Digital Advertising, SaaS, Ad Tech, or technical support roles is highly preferred.
• Proven experience managing teams or supporting Team Leaders.
• Hands-on experience with ticketing platforms such as:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
• Strong understanding of:
  • Digital advertising concepts (CPC, CPM, targeting, attribution, analytics)
  • Ads Manager platforms
  • Conversion tracking
  • Campaign performance optimization
• Knowledge of SQL for reporting, troubleshooting, and data analysis.
• Experience working with APIs, webhooks, SDKs, and server-side tracking.
• Ability to read and troubleshoot API payloads (JSON/XML).
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to collaborate with clients, developers, engineers, and internal stakeholders.

Preferred Skills

• Experience in backend product support or technical integrations.
• Knowledge of automation tools such as Zapier or custom scripts.
• Experience working with global customers across multiple time zones.