Helpdesk Customer Support - Supervisor

About this role

Qualifications: Bachelor’s 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 platform’s 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.