Operations Assistant Manager| Helpdesk Customer Support |

Gratitude Inc

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3 weeks ago

Operations Assistant Manager| Helpdesk Customer Support |

2-4 Year(s)

₱ 60 - ₱ 65K p.m

Manila (Taguig)

Job Description

Key Skills

Leadership CSAT Operations Manager BPO Experience Technical Customer Support/Operations Hands-on experience with ticketing tools SQL, APIs, and Digital Advertising.

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Job Title: Operations Assistant Manager – Help desk Customer Support

Onsite | McKinley

We are looking for a highly capable Operations Assistant Manager to support and drive service excellence within our Helpdesk Customer Support team. This role is ideal for a technically proficient and people-focused leader who can oversee daily operations, ensure high-quality customer support delivery, and guide teams handling complex advertiser concerns.

Key Responsibilities:

Oversee real-time support delivery via chat, email, and ticketing platforms (Zendesk, Salesforce, etc.).
Lead and mentor Team Leaders to meet SLAs on response time, resolution, and customer satisfaction.
Act as a subject matter expert in digital advertising, supporting campaign setup, billing, targeting, and performance issues.
Ensure accurate documentation of cases, resolutions, and knowledge base updates.
Collaborate with product, engineering, and cross-functional teams to resolve technical issues and improve workflows.
Support troubleshooting of APIs, pixel tracking, and server-side integrations while driving process improvements.

Qualifications

Bachelor’s degree in a relevant field.
2–4 years of experience in customer or technical support in BPO, SaaS, or AdTech.
Strong knowledge of digital advertising, SQL, APIs, and troubleshooting tools.
Excellent leadership, analytical, and communication skills.

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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