Ops Lead, Ad Tech Support & Tracking

Gratitude Philippines; Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Operations Assistant Manager to lead and support our Helpdesk Customer Support operations. You will oversee service delivery, drive team performance, and act as a subject matter expert for advertiser support concerns.

You will collaborate with product and engineering teams, manage escalations, and ensure high-quality customer experience across live chat, email, and tickets in a fast-paced environment.

Qualifications

• 2–4 years in Customer Support, Technical Support, Operations, or BPO.
• Experience in Digital Advertising, SaaS, Ad Tech, or technical support preferred.
• Proven experience managing teams or supporting Team Leaders.
• Hands-on with ticketing platforms: Zendesk, Freshdesk, Salesforce Service Cloud.
• Strong understanding of digital advertising concepts, CPC/CPM, targeting and analytics.
• Knowledge of SQL for reporting and data analysis.
• Experience with APIs, webhooks, SDKs, and server-side tracking.
• Ability to read and troubleshoot API payloads (JSON/XML).
• Excellent written and verbal communication; able to collaborate with multiple stakeholders.

Responsibilities

• Manage day-to-day operations and ensure high-quality support through live chat, email, and ticketing channels.
• Lead and support Team Leaders to meet SLAs, productivity, and customer satisfaction targets.
• Handle escalated and complex customer concerns on campaigns, ad performance, billing, pixel tracking, and API issues.
• Serve as process and product expert for advertiser support operations.
• Document customer cases, troubleshooting steps, and solutions clearly.
• Collaborate with engineering and product teams to resolve issues and improve processes.
• Analyze campaign data and troubleshoot tracking discrepancies using SQL and reporting tools.
• Oversee pixel implementation, events API, SDK integration, S2S, and data mapping.
• Review API logs and provide detailed issue analyses.
• Support QA testing and rollout of new product features related to tracking and integrations.
• Develop knowledge materials and process improvements.
• Work in fast-paced, high-volume, rotational shift environment.

Skills

Analytical thinking

Problem solving

Communication

Team leadership

Client collaboration

SQL for reporting

API integration understanding

Education

Bachelor's degree in Business/Marketing/IT/CS/Software Engineering/IS

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Gratitude Philippines is seeking an experienced Operations Assistant Manager to lead and support our Helpdesk Customer Support operations. You will oversee service delivery, drive team performance, and act as a subject matter expert for advertiser support concerns.

You will collaborate with product and engineering teams, manage escalations, and ensure high-quality customer experience across live chat, email, and tickets in a fast-paced environment.