Helpdesk Customer Support - Operations Manager

<h2>Qualifications:</h2><ul>
<li>Bachelor’s degree in Business, Marketing, Business, Information Technology, Computer Science, Software Engineering, Information Systems, or a related technical field.</li>
<li>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).</li>
<li>Experienced in managing live chat and ticketing systems like Zendesk, Freshdesk, or Salesforce Service Cloud for efficient customer support.</li>
<li>Strong knowledge of digital advertising (CPC, CPM, targeting, conversion tracking) and proficient in SQL for data analysis and reporting.</li>
<li>Excellent communication skills and an analytical mindset to interpret campaign data and drive optimizations.</li>
<li>Adaptable to shift-based, fast-paced environments, consistently meeting performance goals.</li>
<li>Proficient with APIs, server-side event tracking, webhooks, SDKs, and Ads Manager or similar platforms for campaign management.</li>
<li>Skilled in reading/debugging API payloads (JSON/XML) and understanding marketing analytics, conversion tracking, and attribution models.</li>
<li>Strong problem-solving skills and effective collaboration with clients, engineering, and product teams.</li>
</ul><h2>Roles &amp; Responsibilities:</h2><ul>
<li>Deliver outstanding real-time support to advertisers via live chat, email, and ticketing systems like Zendesk and Salesforce.</li>
<li>Skillfully handle complex customer inquiries in a dynamic, high-volume call center environment.</li>
<li>Drive successful resolutions to challenging issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.</li>
<li>Serve as the trusted business contact and expert resource for campaign optimization and platform best practices.</li>
<li>Maintain thorough and accurate case documentation, capturing every interaction, troubleshooting step, and resolution.</li>
<li>Collaborate with team leaders to consistently surpass SLAs in response times, issue resolution, and customer satisfaction.</li>
<li>Lead and mentor junior team members, fostering accountability and exceptional customer outcomes.</li>
<li>Communicate complex product information clearly and confidently to stakeholders across various technical backgrounds.</li>
<li>Manage short-term business operations with informed decision-making within your responsibility scope.</li>
<li>Continuously update and enrich an internal knowledge base with recurring cases and proven solutions.</li>
<li>Work closely with internal teams and external partners to elevate service quality and streamline workflows.</li>
<li>Adapt to a flexible schedule, covering rotational shifts to support global teams effectively across multiple time zones.</li>
<li>Be the go-to subject matter expert on processes and products to ensure quick responses and efficient issue resolution.</li>
<li>Lead specialized teams focusing on Pixel tracking, events API integration, SDK implementation, and data flow troubleshooting.</li>
<li>Leverage advanced SQL skills to analyze campaign performance, identify tracking problems, and extract valuable insights.</li>
</ul>