Customer Support Specialist Ad Operations / MarTech

We are working with a fast-growing global SaaS technology company that helps major brands and agencies manage, standardise and improve the quality of their marketing data.

They're looking to hire a Customer Support Specialist in Manila, and the ideal profile is someone who combines ad operations or digital marketing operations experience with strong technical troubleshooting and customer support skills.

This could suit someone currently working in ad operations, campaign operations, martech, platform support or technical customer support who wants to move into a more sophisticated SaaS environment.

This is not a traditional call-centre support role. You'll be helping customers understand and resolve issues across marketing technology, campaign data, integrations and digital platforms.

What you'll be doing

• Supporting global customers using a SaaS marketing technology platform
• Investigating customer issues and working through the root cause rather than simply escalating tickets
• Helping customers troubleshoot campaign data, platform and integration-related issues
• Working with ad-tech and marketing platforms such as Google, Meta, Adobe and other digital advertising tools
• Reproducing customer issues and documenting findings clearly
• Using data and technical tools to understand where problems are occurring
• Working closely with Product and Engineering teams when deeper technical investigation is needed
• Managing support tickets through to resolution and keeping customers updated throughout the process
• Identifying recurring issues and helping improve internal processes and customer documentation
• Becoming a trusted technical resource for customers and internal teams

What they're looking for

The strongest candidates will ideally have experience across both advertising operations and technical/customer support.

Some of the following would be particularly relevant:

• Ad operations, campaign operations or digital media operations
• Experience with ad servers, digital advertising platforms or marketing technology
• Google Campaign Manager, Meta, Adobe, Salesforce or similar platforms
• SaaS or technical customer support
• Troubleshooting technical or data-related issues
• APIs, integrations or data feeds
• SQL or experience investigating data
• HTML, CSS or JavaScript knowledge
• Zendesk, Jira or other support/ticketing platforms
• Working alongside Product, Engineering or technical teams

You don't need to have every one of these.

What matters most is that you understand how digital advertising works, you're technically curious, and you enjoy investigating problems and helping customers solve them.

The person

You'll be dealing with international customers, so strong written and spoken English is important.

You should be someone who can take a fairly technical issue and explain it clearly and simply. You'll also need to be comfortable taking ownership of a problem, investigating it properly and following it through until it's resolved.

The ideal person will probably have come from an ad operations, martech or digital platform environment rather than a traditional IT helpdesk background.

For someone currently working in ad ops who enjoys the technical side of the industry, this could be a really interesting move into SaaS and marketing technology.