Helpdesk Customer Support - Supervisor

Tasq Work; Taguig; On-site; PHP 446,000 - 804,000; Full time

Job summary

Tasq Work in the Philippines is seeking a Customer Support Specialist to assist advertisers via live chat, email, and ticketing tools. You will handle campaign setup, ad performance, targeting, billing, and Pixel tracking.

The role requires strong communication, data analysis, and the ability to work in a fast-paced, shift-based environment. You will collaborate with teammates to meet SLAs and help advertisers maximize platform value.

Qualifications

• Bachelor’s degree required.
• 2+ years in customer or technical support, preferably in digital advertising or BPO.
• Experience with live chat and ticketing tools like Zendesk, Freshdesk, Salesforce Service Cloud.
• Solid understanding of CPC/CPM, targeting, and conversion tracking.
• Excellent written and verbal communication skills.
• Ability to interpret campaign data and optimize performance.
• Adaptable to fast-paced, high-volume shift-based environments, meeting targets.
• Empathetic and customer-focused with strong interpersonal skills.

Responsibilities

• Deliver real-time support to advertisers via live chat, email, and ticketing platforms like Zendesk and Salesforce.
• Manage a high volume of complex inquiries involving campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Act as a trusted advisor, guiding advertisers to optimize campaigns and utilize platform features.
• Maintain thorough and accurate case documentation of interactions, troubleshooting steps, and resolutions.
• Support and possibly lead team members to meet SLAs for response time, issue resolution, and customer satisfaction.
• Articulate complex product details clearly to advertisers for varied technical backgrounds.
• Oversee short-term team initiatives and contribute to internal knowledge resources.
• Collaborate with peers and team leaders to improve service quality and processes.
• Embrace rotating shifts to support advertisers across diverse time zones.

Skills

Written and verbal communication

Campaign data analysis

Empathetic customer focus

Adaptability & resilience

Digital advertising metrics knowledge

Education

Bachelor’s degree (Business/Marketing/IT or related)

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Qualifications:

• Bachelor’s degree in Business, Marketing, Business, Information Technology, or related field.
• At least 2 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
• Proven expertise with live chat and ticketing tools like Zendesk, Freshdesk, and Salesforce Service Cloud for excellent support.
• Strong understanding of digital advertising metrics (CPC, CPM), targeting, and conversion tracking.
• Excellent written and verbal communication skills.
• Analytical ability to interpret campaign data and optimize performance.
• Adaptable and resilient in fast-paced, high-volume, shift-based environments, meeting daily targets.
• Empathetic, customer-focused with strong interpersonal skills to deliver outstanding support.

Roles & Responsibilities:

• Deliver exceptional real-time support to advertisers through live chat, email, and ticketing platforms like Zendesk and Salesforce.
• Expertly manage a high volume of complex call center inquiries involving campaign setup, ad performance, targeting, billing, and Pixel tracking.
• Act as a trusted advisor, guiding advertisers to optimize their campaigns and make the most of our platform’s features.
• Keep thorough and accurate case documentation, capturing every interaction, troubleshooting step, and resolution detail.
• Support and potentially lead team members to consistently achieve SLAs for response time, issue resolution, and customer satisfaction.
• Clearly articulate complex product details to advertisers, tailoring explanations to suit a variety of technical backgrounds.
• Oversee short-term team initiatives and make informed operational decisions, while actively contributing to our internal knowledge resources.
• Collaborate closely with peers and team leaders to continuously improve service quality and streamline processes.
• Embrace flexibility by working rotational shifts to provide outstanding support to a global network of advertisers across diverse time zones.