Operations Assistant Manager – Helpdesk Customer Support

Gratitude Inc

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5 days ago

Operations Assistant Manager – Helpdesk Customer Support

2-4 Year(s)

₱ 45 - ₱ 65K p.m

Manila (Taguig)

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Job Description

Key Skills

Analytical Zendesk Freshdesk Problem-Solving Skills Excellent communication skills - written and verbal

20 candidate(s) have already applied for this Job. Apply now

Job Title: Operations Assistant Manager – Helpdesk Customer Support

Location: McKinley
Work Setup: Onsite
Shift: To Be Determined (TBD)
Salary: PHP 45,000 – 65,000
Openings: 1

Job Summary

We are looking for an experienced Operations Assistant Manager to lead our Helpdesk Customer Support team. The ideal candidate will have strong experience in customer or technical support, digital advertising, SQL, APIs, and team management. This role is responsible for ensuring operational excellence, delivering high-quality customer support, and driving team performance in a fast-paced environment.

Key Responsibilities

Manage the service delivery of real-time customer support through live chat, email, and ticketing platforms.
Lead and support Team Leaders to achieve service level agreements (SLAs), quality, and customer satisfaction targets.
Oversee support for campaign setup, ad performance, targeting, billing, Pixel tracking, and technical integrations.
Act as the subject matter expert for digital advertising products and customer support processes.
Monitor team performance and implement process improvements to enhance operational efficiency.
Collaborate with engineering, product, and cross-functional teams to resolve technical issues and improve customer experience.
Review API logs, troubleshoot integrations, and oversee SQL-based reporting and analysis.
Ensure accurate case documentation, knowledge management, and reusable troubleshooting guides.
Support QA testing for new product features related to APIs, tracking, and backend integrations.
Handle escalations and ensure timely issue resolution.

Qualifications

Bachelor's degree in Business, Marketing, Information Technology, Computer Science, Software Engineering, Information Systems, or a related field.
2–4 years of experience as an Operations Assistant Manager, Customer Support Manager, or Technical Support Manager.
Experience in Digital Advertising, SaaS, AdTech, or the BPO industry.
Strong experience with SQL, APIs, Digital Advertising, Pixel Tracking, SDKs, and server-side integrations.
Hands-on experience with Zendesk, Freshdesk, Salesforce Service Cloud, or similar ticketing platforms.
Knowledge of digital advertising concepts such as CPC, CPM, audience targeting, conversion tracking, and attribution models.
Ability to analyze API payloads (JSON/XML) and troubleshoot technical issues.
Strong analytical, problem-solving, leadership, and communication skills.
Willing to work onsite in McKinley on a shifting schedule.

Important Note

Former Teleperformance employees are not eligible for rehire, either directly or through a third party.

Recruitment Process

Recruitment Interview
Assessment
Hiring Manager Interview
Final Interview (Program VP)

Pre-Screening Information Required

Educational Attainment
Years of Experience as an Operations Assistant Manager
Experience in SQL, APIs, and Digital Advertising
Technical Experience
Last Drawn Salary
Expected Salary

Questionnaire Link

https://myglit.com/lateral/cref/e536f6ba49

Note: Filling out this form is mandatory. Applications submitted without completing the questionnaire will not be considered.

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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