Helpdesk Customer Support Supervisor

Qualifications:

• Bachelors 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 platforms 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.