Operations Assistant Manager – Helpdesk Customer Support

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

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.

Skills

Leadership

SQL

APIs

Digital Advertising

Zendesk

Team Management

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

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 SalaryExpected Salary