Everflow Customer Support & Ad-Ops Lead (Barcelona)

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 [email protected] 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.