Operations Assistant Manager – Helpdesk Customer Support

Job Details

Position: Operations Assistant Manager
Account: Helpdesk Customer Support
Work Location: McKinley, Taguig
Work Setup: Onsite
Shift Schedule: To Be Determined (Shifting Schedule)
Salary: PHP 45,000 – PHP 65,000

Important: Former Teleperformance employees are not eligible for rehire (directly or through a third-party agency).

Job Summary

In this role, you will oversee Team Leaders responsible for delivering world-class customer support through live chat, email, and ticketing platforms. You'll ensure operational excellence, SLA compliance, process improvements, and technical support for digital advertising products, APIs, SQL reporting, Pixel tracking, and campaign optimization.

This opportunity is ideal for leaders with experience in Digital Advertising, Technical Support, SaaS, Ad Tech, or BPO operations.

Key Responsibilities

Operations & Team Leadership

Digital Advertising & Technical Support

• Provide leadership for teams supporting:

  • Campaign Setup

  • Ads Manager

  • Pixel Tracking

  • Conversion Tracking

  • Events API

  • SDK Implementation

  • Server-to-Server (S2S) Integrations

• Drive best practices in campaign optimization and platform usage.

SQL, APIs & Integration Support

• Utilize SQL to extract campaign performance data and troubleshoot technical issues.

• Review API request/response logs and identify integration failures.

• Support webhook implementations and server-side event tracking.

• Work with Engineering teams to resolve API and integration issues.

• Assist with data mapping, payload validation, and backend troubleshooting.

Stakeholder Management

• Collaborate with Product Managers, Developers, Engineering Teams, and 

Process Improvement

Qualifications

Education

• Bachelor's Degree in:

  • Business

  • Marketing

  • Information Technology

  • Computer Science

  • Software Engineering

  • Information Systems

  • Related Technical Field

Experience

• 2–4 years of experience in:

  • Customer Support

  • Technical Support

  • Digital Advertising

  • SaaS

  • Ad Tech

  • BPO Operations

• Previous experience leading operations or support teams is highly preferred.

Required Technical Skills

SQL

• SQL Reporting

• Data Analysis

• Query Writing

• Troubleshooting

• Performance Reporting

APIs & Integrations

• REST APIs

• Webhooks

• Server-side Event Tracking

• SDK Implementations

• JSON/XML Payload Analysis

Digital Advertising

• Ads Manager Platforms

• Campaign Optimization

• CPC / CPM

• Audience Targeting

Customer Support Tools

Experience using:

• Zendesk

• Salesforce Service Cloud

• Freshdesk

⭐ What We're Looking For

Proven leadership and people management skills

Strong analytical and problem-solving abilities

Experience with SQL, APIs, and Digital Advertising

Excellent communication and stakeholder management skills

Ability to work in a fast-paced, high-volume environment

Comfortable working onsite and on shifting schedules

Recruitment Process

1️⃣ Recruitment Interview

2️⃣ Online Assessment

3️⃣ Hiring Manager Interview

4️⃣ Final Interview (Program VP – TBC)

5️⃣ Job Offer

Pre-Screening Questions

Please provide the following information when applying:

1. What is your highest educational attainment?

2. ‍ How many years of experience do you have as an Operations Assistant Manager?

3. Do you have hands-on experience with SQL, APIs, and Digital Advertising?

4. Please describe your technical support experience.

5. What is your current or last drawn salary?

6. What is your expected salary?