Helpdesk Customer Support - Supervisor

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.