Customer Support & Ad-Ops Lead

DFO Global Performance Commerce Limited; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global performance commerce company is seeking an Everflow Customer Support & Ad-Ops Lead in Dubai. This role involves guiding clients through tracking issues while ensuring fast problem resolution and effective onboarding of new partners. Ideal candidates are empathetic, organized, and skilled in ad-operations with a strong command of English. The position offers career growth into senior roles within a dynamic, performance-centric environment.

Qualifications

• Listen first, solve fast, and follow up until client satisfaction is achieved.
• Familiar with tracking links, subID parameters, cookies, and postback URLs.
• Proficient in English (IELTS 7.0) with the ability to explain technical concepts simply.
• Juggle global queues and keep documentation updated in Zendesk/Jira.
• Comfortable reading analytics reports and identifying anomalies.

Responsibilities

• Own the Helpdesk Triage and resolve Everflow tickets quickly.
• Onboard new partners through the offer setup process for smooth conversions.
• Proactively monitor dashboards and alert clients to anomalies.
• Write clear guides and internal SOPs to address common issues.
• Champion client feedback and escalate issues to product teams.

Skills

Empathy

Ad-Ops Fluency

Clear Communication

Organized Multitasker

Analytics Sense

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. Were hiring a customer-obsessed support leader who can guide advertisers and affiliates through every click impression and conversionsolving 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/ 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 Vietnams 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 with subject Everflow Support Lead Vietnam.

Attach your rsum plus a short note on the trickiest tracking issue youve solvedand how you saved the day.

Required Experience:

Senior IC