Operations Supervisor Help desk Customer Support

Roles & Responsibilities

• Serve as the team’s process and product expert being the point of contact of individual contributors via live chat, email, and ticketing systems ensuring quick response and resolution times.
• Call center-based customer support in response to a high volume of extremely complex inquiries.
• Troubleshoot intermediate to complex issues related to Pixel tracking and setup, events API integration, and SDK implementation for accurate conversion tracking.
• Analyze API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
• A process expert on how to write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
• Work with backend engineering team leaders to identify root causes of API or integration failures, providing detailed logs and error analysis.
• Manages and oversees the implement...