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:

• Provide exceptional real-time support to advertisers through live chat, email, and ticketing platforms such as Zendesk and Salesforce.
• Expertly manage complex customer inquiries within a fast-paced, high-volume call center setting.
• Drive effective resolution of intermediate to advanced challenges involving campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Act as the go-to business contact and trusted process expert for campaign optimization and platform utilization.
• Ensure meticulous case documentation, capturing every interaction, troubleshooting step, and resolution detail.
• Support team leaders in exceeding SLAs related to response times, issue resolution, and overall customer satisfaction.
• Lead and mentor junior staff, taking accountability for outstanding customer outcomes.
• Communicate intricate product information clearly and confidently to stakeholders from diverse technical backgrounds.
• Oversee short-term business operations and make informed decisions within your area of responsibility.
• Continuously update and maintain an internal knowledge base filled with recurring cases and proven solutions.
• Collaborate seamlessly with internal teams and external partners to enhance service quality and streamline processes.
• Embrace a flexible schedule, working rotational shifts to support global teams across multiple time zones effectively.
• Serve as a subject matter expert on processes and products to guarantee swift responses and issue resolution.
• Lead specialized teams skilled in Pixel tracking, events API integration, SDK implementation, and data flow debugging.
• Utilize advanced SQL query skills to analyze campaign performance, diagnose tracking issues, and extract insightful data.