Roles & Responsibilities:
- Deliver real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
- Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking.
- Guide advertisers through best practices for campaign optimization and plat for musage.
- Maintain accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
- Meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
- Communicate complex product information clearly and professionally to advertisers of varying technical backgrounds.
- Identify common issues and share feedback with internal teams to improve workflows and product quality.
- Contribute to the internal knowledge base by documenting recurring cases and solutions.
- Collaborate with peers and Team Leads to continuously improve service quality and process efficiency.
- Operate effectively in a rotational shift environment to support global advertisers across multiple time zones.
Qualifications:
- Bachelor's degree in Marketing, Business, Information Technology, or related field.
- 2‒4 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
- Hands-on experience with live chat and ticket management systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
- Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking.
- Excellent written and verbal English communication skills; additional languages area plus.
- Analytical mindset with the ability to interpret campaign data and identify optimization opportunities.
- Comfortable working in shifts, high-volume environments, and meeting daily performance targets.
- Strong interpersonal skills with a customer-first, empathetic approach to support.
