Ticketing Operations Manager

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH138842_1718695613
Salary S$3500 - S$4500 per month
Consultant Name Siau Zianyi
Consultant Email [email protected]
Consultant Contact No.
EA License No. 02C3423
Consultant Registration No. R23113527

The System Operations Specialist will be supporting the backend systems for the global customer support team that provides digital advertising solutions to client.


  • Manage various internal system backend configurations including customer support ticketing system & internal product feedback, testing tools, and category/form/routing
  • Manage global routing workflow design and execution across multiple layers of customer support & Product specialist teams on internal ticketing platform
  • Configure backend routing to ensure full schedule and skillset coverage across regions and products
  • Design routing logic to manage multiple channels including tickets and chat to ensure reply SLA for and optimise for 24/7 support
  • Establish ticket escalation channels with various XFN & RD teams, to continuously bring solutions closer to advertiser
  • Analyze data and escalation feedback to identify opportunities for improving the routing workflows and strategize with regional operations teams to drive routing changes based on changing product landscape
  • Manage and design a 24/7 staffing roster from a workforce management POV for internal and external teams
  • Govern the process & documentation of system configuration and logic, working with cross-functional stakeholders to ensure they're aligned and up-to-date with business needs

Job Requirements

  • BA/BS degree or above
  • 4+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk
  • Good communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives
  • Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience
  • Good data analytical and business analysis skills; proficient with excel/spreadsheets
  • A fast learner and self-starter with a good sense of judgment
  • Familiarity with digital adverting platform e.g. Google, Meta, TikTok advertising solutions is a plus