Operations Assistant Manager (Help Desk Customer Support

HC: 1

• Overall responsible for the service delivery of real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
• Call center-based customer support in response to a high volume of extremely complex inquiries.
• Oversee the value provided on intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Acting as business’ point of contact and process expert of advertisers through best practices for campaign optimization and platform usage.
• Positions on this level have comprehensive knowledge of how to ensure the business maintains accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
• Helps a team of team leaders to meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
• Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the customer outcomes.
• Positions at this level are expected to communicate complex product information clearly and professionally to internal and external stakeholders with varying technical background.
• Manages and oversees the implementation of short-term activities within the business as required.
• Decisions are of an operational nature within a defined scope which includes overseeing the internal knowledge base by accurate documentation of recurring cases and solutions.
• Ability to collaborate with internal and external stakeholders and fellow managers to improve service quality and process efficiency.
• Operate effectively in a rotational shift environment to support on-the-ground teams with global advertisers across multiple time zones.
• Serve as the team’s process and product expert ensuring quick response and resolution times.
• Experience in running teams who are experts on Pixel tracking and setup, events API integration, and SDK implementation for accurate conversion tracking.
• Experience in running teams who are experts on analyzing API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
• A process expert on how to write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports to create business strategies and insights.
• Oversee a group of team leaders who will coordinate with engineering team leaders to identify root causes of API or integration failures, providing detailed logs and error analysis.
• workflows, common technical fixes, and create reusable troubleshooting guides for internal and client use.
• Responsible for overseeing team leads familiar with the use of automation tools like Zapier or custom scripts to support integration workflows when applicable.
• Positions at this level must be able to participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

• Bachelor’s degree in Business, Marketing, Information Technology, Computer Science, Software Engineering, Information Systems, or a related technical field.
• 2–4 years of experience in Customer Support or Technical Support, preferably in a Digital Advertising, SaaS, Ad Tech, or BPO environment.
• Experience in backend product support, ad tech engineering support, or technical integrations.
• Hands-on experience using ticketing and live chat platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Strong understanding of digital advertising concepts, including CPC, CPM, audience targeting, conversion tracking, attribution models, and marketing analytics.
• Proficiency in SQL for data analysis, reporting, troubleshooting, and debugging.
• Experience working with APIs, server-side event tracking, webhooks, and SDK implementations.
• Ability to read, analyze, and debug API payloads (JSON/XML) and interpret API documentation.
• Experience using Ads Manager or similar digital advertising platforms.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with clients, engineering teams, and product teams.
• Comfortable working in a high-volume environment, shifting schedules, and meeting performance targets.
• Must have experience in SQL, APIs, and Digital Advertising.

Recruitment Process :

Educational attainment: Years of experience as Operations A Manager

Expected salary: