Lead, Helpdesk Ops & Ad Tech

Gratitude Philippines; Manila; On-site; PHP 502,000 - 725,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Assistant Manager for Helpdesk Customer Support to be based onsite in McKinley, Taguig. You will lead teams delivering world-class support via live chat, email, and ticketing platforms, and ensure SLA compliance and operational excellence.

The ideal candidate has 2–4 years in customer support or SaaS, with knowledge of SQL, APIs, digital advertising, and strong stakeholder management, plus excellent communication.

Qualifications

• 2–4 years of experience in Customer Support or Technical Support.
• Experience in Digital Advertising, SaaS, Ad Tech, or BPO operations preferred.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Oversee teams delivering live chat, email, and ticketing support.
• Ensure SLA compliance and operational excellence.
• Support digital advertising products, APIs, SQL reporting, and pixel tracking.
• Collaborate with Product Managers, Developers, and Engineering Teams to resolve API and integration issues.

Skills

Leadership

Analytical thinking

Stakeholder management

Effective communication

Education

Bachelor's Degree in Business

Bachelor's Degree in Marketing

Bachelor's Degree in Information Technology

Bachelor's Degree in Computer Science

Bachelor's Degree in Software Engineering

Bachelor's Degree in Information Systems

Bachelor's Degree in Related Technical Field

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Gratitude Philippines is seeking an Operations Assistant Manager for Helpdesk Customer Support to be based onsite in McKinley, Taguig. You will lead teams delivering world-class support via live chat, email, and ticketing platforms, and ensure SLA compliance and operational excellence.

The ideal candidate has 2–4 years in customer support or SaaS, with knowledge of SQL, APIs, digital advertising, and strong stakeholder management, plus excellent communication.