Customer Support Supervisor (Advertising Platforms)

Roles & Responsibilities

• Provide real-time advertiser support via live chat, email, and ticketing systems.
• Handle high volumes of high-complexity inquiries.
• Troubleshoot campaign setup, ad performance, targeting, billing, and Pixel tracking issues.
• Guide advertisers on optimization best practices.
• Maintain accurate case documentation.
• Support achievement of SLAs and customer satisfaction metrics.
• Supervise less experienced team members.
• Communicate technical information clearly to advertisers.
• Manage short-term initiatives.
• Contribute to internal knowledge base.
• Collaborate to improve processes and service quality.
• Work in rotational shifts supporting global advertisers.

Qualifications

• Bachelor's degree in Business, Marketing, IT, or related field.
• 2–4 years of customer or technical support experience.
• Proficiency in live chat and ticketing systems.
• Strong knowledge of digital advertising and conversion tracking.
• Excellent communication and analytical skills.
• Comfortable in high-volume, shift-based environments.