Helpdesk Customer Support - Operations Manager

TASQ; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

TASQ in Manila seeks a skilled customer/tech support specialist to deliver real-time assistance to advertisers across chat, email, and ticketing channels. You will diagnose campaign issues, optimize ad performance, and ensure accurate Pixel tracking while documenting interactions for knowledge base continuity.

You will collaborate with engineering and product teams, adapt to rotational shifts, and share expertise on APIs, SDKs, and analytics to improve client outcomes and platform reliability.

Qualifications

• Bachelor’s degree in Business, Marketing, Information Technology, Computer Science, or related field.
• 2+ years in customer or technical support, preferably in digital advertising or BPO with backend product support or ad tech engineering support.
• Experience with live chat and ticketing systems for efficient support (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong knowledge of digital advertising metrics (CPC, CPM, targeting, conversion tracking) and SQL for data analysis.
• Excellent communication and analytical mindset to interpret campaign data and drive optimizations.
• Adaptable to shift-based, fast-paced environments with SLA-focused performance.
• Proficient with APIs, server-side events tracking, webhooks, SDKs, Ads Manager or similar platforms for campaign management.
• Skilled in reading/debugging API payloads (JSON/XML) and understanding marketing analytics and attribution.
• Strong problem-solving and collaboration with clients, engineering, and product teams.

Responsibilities

• Deliver outstanding real-time advertiser support via live chat, email, and ticketing systems.
• Handle complex inquiries in a dynamic, high-volume environment.
• Drive resolutions to issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Serve as a trusted expert for campaign optimization and platform best practices.
• Maintain thorough case documentation of interactions, troubleshooting steps, and resolutions.
• Collaborate with team leaders to surpass SLAs in response times and customer satisfaction.
• Lead and mentor junior team members to ensure excellent outcomes.
• Communicate complex product information clearly to stakeholders with varied technical backgrounds.
• Assist in short-term business operations with informed decision-making within scope of responsibility.
• Update internal knowledge base with recurring cases and proven solutions.
• Work with internal teams and external partners to elevate service quality and streamline workflows.
• Adapt to rotating shifts to support global teams across time zones.
• Be the go-to subject matter expert on processes and products for quick responses.
• Lead specialized teams focusing on Pixel tracking, events API integration, SDK implementation, and data flow troubleshooting.
• Leverage SQL to analyze campaign performance and identify tracking issues.

Skills

Customer support

Tech support

Ad tech knowledge

Live chat

SQL

APIs

Data interpretation

Cross-functional collaboration

Flexibility

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Qualifications:

• Bachelor’s degree in Business, Marketing, Business, Information Technology, Computer Science, Software Engineering, Information Systems, or a related technical field.
• 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).
• Experienced in managing live chat and ticketing systems like Zendesk, Freshdesk, or Salesforce Service Cloud for efficient customer support.
• Strong knowledge of digital advertising (CPC, CPM, targeting, conversion tracking) and proficient in SQL for data analysis and reporting.
• Excellent communication skills and an analytical mindset to interpret campaign data and drive optimizations.
• Adaptable to shift-based, fast-paced environments, consistently meeting performance goals.
• Proficient with APIs, server-side event tracking, webhooks, SDKs, and Ads Manager or similar platforms for campaign management.
• Skilled in reading/debugging API payloads (JSON/XML) and understanding marketing analytics, conversion tracking, and attribution models.
• Strong problem-solving skills and effective collaboration with clients, engineering, and product teams.

Roles & Responsibilities:

• Deliver outstanding real-time support to advertisers via live chat, email, and ticketing systems like Zendesk and Salesforce.
• Skillfully handle complex customer inquiries in a dynamic, high-volume call center environment.
• Drive successful resolutions to challenging issues related to campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Serve as the trusted business contact and expert resource for campaign optimization and platform best practices.
• Maintain thorough and accurate case documentation, capturing every interaction, troubleshooting step, and resolution.
• Collaborate with team leaders to consistently surpass SLAs in response times, issue resolution, and customer satisfaction.
• Lead and mentor junior team members, fostering accountability and exceptional customer outcomes.
• Communicate complex product information clearly and confidently to stakeholders across various technical backgrounds.
• Manage short-term business operations with informed decision-making within your responsibility scope.
• Continuously update and enrich an internal knowledge base with recurring cases and proven solutions.
• Work closely with internal teams and external partners to elevate service quality and streamline workflows.
• Adapt to a flexible schedule, covering rotational shifts to support global teams effectively across multiple time zones.
• Be the go-to subject matter expert on processes and products to ensure quick responses and efficient issue resolution.
• Lead specialized teams focusing on Pixel tracking, events API integration, SDK implementation, and data flow troubleshooting.
• Leverage advanced SQL skills to analyze campaign performance, identify tracking problems, and extract valuable insights.