Social Media Adverstising (Meta Ads, Tiktok Ads, Google Ads)

Key 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 or the likes.

• Guide advertisers through best practices for campaign optimization and platform usage.

• 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 timezones.

Qualifications:

• Bachelor's degree in Marketing, Business Information Technology, or a 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 are a 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.

What We Offer:

• Competitive salary and benefits package

• Opportunities for career growth and development

• Supportive and dynamic team environment

• Continuous training to enhance your skills