Helpdesk Customer Support - Supervisor

<h2>Qualifications:</h2><ul>
<li>Bachelor’s degree in Business, Marketing, Business, Information Technology, or related field.</li>
<li>At least 2 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.</li>
<li>Proven expertise with live chat and ticketing tools like Zendesk, Freshdesk, and Salesforce Service Cloud for excellent support.</li>
<li>Strong understanding of digital advertising metrics (CPC, CPM), targeting, and conversion tracking.</li>
<li>Excellent written and verbal communication skills.</li>
<li>Analytical ability to interpret campaign data and optimize performance.</li>
<li>Adaptable and resilient in fast-paced, high-volume, shift-based environments, meeting daily targets.</li>
<li>Empathetic, customer-focused with strong interpersonal skills to deliver outstanding support.</li>
</ul><h2>Roles &amp; Responsibilities:</h2><ul>
<li>Deliver exceptional real-time support to advertisers through live chat, email, and ticketing platforms like Zendesk and Salesforce.</li>
<li>Expertly manage a high volume of complex call center inquiries involving campaign setup, ad performance, targeting, billing, and Pixel tracking.</li>
<li>Act as a trusted advisor, guiding advertisers to optimize their campaigns and make the most of our platform’s features.</li>
<li>Keep thorough and accurate case documentation, capturing every interaction, troubleshooting step, and resolution detail.</li>
<li>Support and potentially lead team members to consistently achieve SLAs for response time, issue resolution, and customer satisfaction.</li>
<li>Clearly articulate complex product details to advertisers, tailoring explanations to suit a variety of technical backgrounds.</li>
<li>Oversee short-term team initiatives and make informed operational decisions, while actively contributing to our internal knowledge resources.</li>
<li>Collaborate closely with peers and team leaders to continuously improve service quality and streamline processes.</li>
<li>Embrace flexibility by working rotational shifts to provide outstanding support to a global network of advertisers across diverse time zones.</li>
</ul>