Operations Assistant Manager – Helpdesk Customer Support | Digital Advertising | Onsite | Taguig

Gratitude Inc

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3 days ago

Operations Assistant Manager – Helpdesk Customer Support | Digital Advertising | Onsite | Taguig

2-4 Year(s)

Manila (Taguig)

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Job Description

Key Skills

Leadership CSAT Operations Manager BPO Experience SQL, APIs, and Digital Advertising.

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Job Title

Operations Assistant Manager – Helpdesk Customer Support | Digital Advertising | Onsite | Taguig

Location

McKinley, Taguig City

Job Description

We are seeking an experienced Operations Assistant Manager to lead a Helpdesk Customer Support team supporting global digital advertising clients. This role is responsible for overseeing day-to-day operations, ensuring service excellence, managing Team Leaders, and driving performance against key operational metrics. The ideal candidate will have experience in customer support, technical operations, and digital advertising technologies while collaborating with cross-functional teams to deliver exceptional customer experiences.

Key Responsibilities

Lead and manage Helpdesk Customer Support operations to achieve SLA, quality, productivity, and customer satisfaction targets.
Oversee support delivered through live chat, email, and ticketing platforms while ensuring timely resolution of customer issues.
Guide Team Leaders in handling campaign setup, ad performance, billing, targeting, and technical support escalations.
Collaborate with Engineering and Product teams to resolve API, integration, and platform-related issues.
Drive continuous process improvements, operational excellence, and knowledge management initiatives.
Monitor team performance, provide coaching, and ensure adherence to operational standards and company policies.

Qualifications

Bachelor's Degree in Business, Marketing, Information Technology, Computer Science, Software Engineering, Information Systems, or a related field.
2–4 years of experience in Operations Management, Customer Support, or Technical Support, preferably within Digital Advertising, SaaS, AdTech, or BPO environments.
Experience managing customer support teams and service delivery operations.
Strong understanding of digital advertising concepts, campaign management, and customer support processes.
Excellent analytical, communication, leadership, and stakeholder management skills.
Ability to work in a fast-paced environment with shifting schedules.

Required Skills

Operations Management and Team Leadership
Customer Support and Technical Support
SQL for reporting, troubleshooting, and data analysis
REST APIs, JSON/XML, Pixel Tracking, Events API, SDK Integration, and Webhooks
Digital Advertising concepts including CPC, CPM, Audience Targeting, Conversion Tracking, and Marketing Analytics
Zendesk, Salesforce Service Cloud, Freshdesk, or similar ticketing platforms
Strong problem-solving, communication, stakeholder management, and process improvement skills

Important Notes

100% Onsite role based in McKinley, Taguig.
Shifting schedule is required.
Hands-on experience with SQL, APIs, and Digital Advertising is mandatory.
Former Teleperformance employees are not eligible for rehire, either directly or through a third party.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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