Onsite Operations Lead – Helpdesk & AdTech

Gratitude Philippines

Manila

On-site

PHP 502,000 - 725,000

Full time

14 days+

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Job summary

Gratitude Philippines is seeking an Operations Assistant Manager to lead our Helpdesk Customer Support team onsite in McKinley. The role requires strong experience in customer or technical support, digital advertising, SQL, APIs, and team leadership.

You will manage real-time support delivery, drive SLAs, and oversee campaigns, billing, and integrations while collaborating with engineering and product teams to resolve technical issues and improve the customer experience.

Qualifications

Bachelor’s degree in a related field.
2–4 years of operations/managerial experience in customer support or technical support.
Experience in Digital Advertising, SaaS, AdTech, or BPO.
Strong SQL, API, Pixel Tracking, and server-side integrations knowledge.
Hands-on experience with ticketing platforms (Zendesk, Freshdesk, Salesforce Service Cloud).
Knowledge of CPC, CPM, audience targeting and attribution models.
Ability to analyze API payloads (JSON/XML) and troubleshoot issues.
Strong leadership and communication skills.
Willing to work onsite in McKinley on a shifting schedule.

Responsibilities

Manage real-time customer support delivery across live chat, email, and ticketing systems.
Lead Team Leaders to meet SLAs, quality, and customer satisfaction targets.
Oversee campaign setup, ad performance, billing, Pixel tracking, and integrations.
Act as SME for digital advertising products and support processes.
Monitor performance and implement process improvements for efficiency.
Collaborate with engineering, product, and cross-functional teams to resolve issues.
Review API logs, troubleshoot integrations, and oversee SQL reporting.
Ensure accurate case docs and reusable troubleshooting guides.
Support QA testing for new API/tracking features.
Handle escalations and ensure timely resolutions.