Offer summary

Qualifications:

Experience in customer support or ad operations, preferably in a tech environment., Strong understanding of tracking links, subID parameters, and postback URLs., Excellent communication skills in English, with the ability to explain technical concepts to non-technical users., Proficiency in using tools like Zendesk and Jira for ticket management..

Key responsibilities:

Manage and resolve customer support tickets related to tracking issues and payouts.

Onboard new partners by guiding them through setup processes and compliance checks.

Monitor performance dashboards and proactively alert clients to any anomalies.

Create clear documentation and guides to reduce recurring issues and improve client satisfaction.

Job description

Everflow Customer Support & Ad-Ops Lead

Ho Chi Minh City, Vietnam · Full-Time · Global Client Portfolio

Be the Voice Clients Trust for Perfect Tracking

DFO Global Performance Commerce (GPC) runs hundreds of high-velocity funnels on Everflow. We’re hiring a customer-obsessed support leader who can guide advertisers and affiliates through every click, impression, and conversion—solving problems fast, training proactively, and turning great service into measurable revenue wins.

Your Mission

Own the Helpdesk – Triage, prioritize, and resolve Everflow tickets (pixels not firing, postbacks mis-mapped, payout questions) with < 2-hour initial response.
Onboard Like a Pro – Walk new partners through offer setup, tracking links, macros, and compliance checklists until first conversions flow error-free.
Proactive Monitoring – Watch dashboards, alert clients to anomalies (CVR drops, invalid clicks, reversed events) before they notice.
Knowledge Builder – Write crystal-clear guides, Loom walkthroughs, and internal SOPs so repeating issues disappear.
Client Champion – Escalate bugs, feature requests, and merchant pain points to product/dev, then keep stakeholders in the loop.
Performance Ally – Suggest best practices (allowlist rules, fraud caps, payout structures) that lift partner revenue and satisfaction scores.

What You Bring

Empathy + Speed – You listen first, solve fast, and follow up until the client says “perfect.”
Ad-Ops Fluency – Familiar with tracking links, subID parameters, cookies, and postback URLs.
Clear Communication – English (IELTS 7.0+) plus the knack for explaining tech in plain words to non-tech marketers.
Organized Multitasker – Juggle global queues, document everything in Zendesk/Jira, and hit SLAs.
Analytics Sense – Comfortable reading reports, spotting anomalies, and translating numbers into next steps.

Nice-to-Have Tech Chops

Front-end basics (HTML/CSS/JavaScript) to inspect pixels or drop a quick fix.
Experience with Tag Managers, React/Next.js, or API calls to pull Everflow reports.
Python/Node scripting for log checks or small automations.

Success Metrics (First 6 Months)

≥ 95 % CSAT from advertisers and affiliates
< 4 hours mean time to resolution for tracking issues
10+ new knowledge-base articles that cut repeat tickets by 30 %
Documented onboarding flow adopted across regional teams

Why GPC?

Client Impact – Your guidance keeps millions in ad spend properly attributed.
Global Reach – Support partners in North America, EMEA, and APAC from Vietnam’s top tech hub.
Career Path – Grow into Senior Customer Success Manager or Product Ops as you master Everflow.
Dynamic Culture – Diverse, high-energy team tackling the newest challenges in performance marketing.

Ready to Turn Questions into Wins?

Email careers@dfo.global with subject “Everflow Support Lead – Vietnam.”

Attach your résumé plus a short note on the trickiest tracking issue you’ve solved—and how you saved the day.

Required profile