ZigZag Offshoring

Customer Support

• The Customer Service Team Lead is a mid-level management role in the Customer Service Team
• Ensure customer interactions are handled professionally, empathetically, and efficiently
• Maintain daily ticket targets and handle inbound and outbound inquiries across all platforms
• Lead, coach, and mentor a team of customer service representatives
• Collaborate with the Customer Service Manager to implement strategies to enhance customer satisfaction and loyalty
• Assist in developing training programs for representatives
• Monitor KPIs to identify areas for improvement

Customer Service Team Lead

Backend Engineer

• Design and implement scalable, secure REST APIs using Django REST Framework
• Build integrations with third-party services (e.g. payments, IoT devices, PMS)
• Own backend components end-to-end, from models to migrations, serializers to viewsets
• Collaborate with front-end engineers, designers, and ops teams to deliver features that actually matter
• Write testable, maintainable code that scales with our growth
• Help debug production issues and continuously improve performance and reliability
• Participate in async-friendly code reviews, Slack discussions, and the occasional emoji war

Senior Python Backend Developer

Operations

• You'll own the full lifecycle of the client's curated-audience campaigns—from decoding client briefs into live PMP deals to mastering every layer of the tech stack (tags, pixels, SSP/DSP integrations) and continually fine-tuning performance to hit both KPIs and margin targets
• Build audience segments in ONE (our AI platform) based on client specifications
• Generate and name PMP Deal IDs automatically
• Curate inventory packages aligned to target segments
• Implement and verify ad tags, pixels, and tracking URLs across platforms
• Execute campaign QA checklists and secure internal sign-off
• Configure, test, and troubleshoot SSP integrations and inventory feeds
• Deploy deals into DSP seats and monitor for setup errors
• Troubleshoot integration issues across DSPs (DV360, The Trade Desk, Amazon) and SSPs (OpenX, PubMatic, Index Exchange)
• Monitor live campaign metrics daily and produce performance reports
• Identify under-delivery or sub-optimal win-rates and adjust bids, caps, and inventory mix accordingly
• Track campaign margin versus target and propose optimizations to protect profitability
• Serve as first-line technical support for delivery issues, escalating complex cases to Engineering
• Research, document, and publish new curation and optimization techniques into the TAM Handbook
• Share best practices and train peers on emerging programmatic technologies

Programmatic Manager, Ad Ops Manager – SSP and PMP Deals

Designer

• Design and develop electrical and control deliverables such as: Single-line diagram, Schematic diagram, Interconnection diagram, General arrangement drawings, Bill of materials, Construction specifications, Load list, Instrument list, I/O list, Cable schedule, Layout, installation, detail drawings.
• Hazardous area classification.
• Interpret and comply with drafting standards, document management systems, quality control procedures, client standards & specifications, local and international standards.
• Communicate with engineers in understanding job requirements and interpreting engineering notes.
• Provide service across a range of Power, Electrical, Instrumentation and Control disciplines so a broad engineering knowledge is an advantage.
• Utilize software such as AutoCAD, Bluebeam, Microsoft Office, RedEye, Trello.

Electrical Designer

Accountant

• Prepare Financial Statements, Tax Returns, GST/Business Activity Statements/IAS, Bookkeeping, Company Secretarial and Tax planning
• Complete all steps in workflow process and set/monitor client workflow budgets
• Draft emails for client communication to Manager/Partner/Group Accounting Manager where instructed
• Research technical issues relevant to client engagements
• All client contact to go via an Australian based accountant; role has no direct client contact
• Meet set deadlines agreed in workflow and client planning meetings
• Delegate and assign work to develop junior staff; provide coaching and mentoring to junior Accountants and Bookkeepers
• Meet expected annual chargeable hours (1,664) and raise any work shortfall in workflow meetings
• Ensure each engagement is completed in allocated hours and target 95%+ recovery rate

Senior Tax Accountant

• Build audience segments in ONE (AI platform) based on client specifications and generate PMP Deal IDs
• Curate inventory packages aligned to target segments and configure, test, and troubleshoot SSP integrations and inventory feeds
• Implement and verify ad tags, pixels, and tracking URLs across platforms and execute campaign QA checklists
• Deploy deals into DSP seats (DV360, The Trade Desk, Amazon) and monitor for setup errors
• Monitor live campaign metrics daily, produce performance reports, and optimize bids, caps, and inventory mix
• Track campaign margin versus target and propose optimizations to protect profitability
• Serve as first-line technical support for delivery issues and escalate complex cases to Engineering
• Research, document, and publish curation and optimization techniques and train peers

Ad Ops Manager / Programmatic Manager, SSP and PMP Deals

• Connect with customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.
• Turn around sticky situations into favorable resolutions that encourage customers to continue partnering for delivery needs.
• Develop a thorough understanding of the client's delivery services across various geographical regions.
• Be the first point of escalations via chat, email, voice, and other support channels.
• Share feedback and suggestions to enhance processes and documentation to support customers effectively.
• Assist teammates through collaborative peer-to-peer learning sessions.
• Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support customers better.

Customer Service Support

• Respond to customer inquiries, complaints, and requests via email and/or phone promptly and professionally, adhering to established response time standards.
• Assist customers with order-related inquiries, including order status, tracking, cancellations, modifications, and returns.
• Identify customer issues and concerns accurately, troubleshoot problems, and resolve them to ensure customer satisfaction.
• Build rapport and establish trust with customers by demonstrating empathy, patience, and professionalism.
• Identify and escalate complex or unresolved issues to appropriate teams or supervisors, ensuring timely resolution and customer satisfaction.

Customer Service Agent

• Reporting to an Australian company that provides engineering services to major industrial and mining companies.
• Design and develop electrical and control deliverables such as Single-line diagrams, Schematic diagrams, Interconnection diagrams, General arrangement drawings, Bill of materials, Construction specifications, Load lists, Instrument lists, I/O lists, Cable schedules, Layout, installation and detail drawings.
• Perform Hazardous area classification.
• Interpret and comply with drafting standards, document management systems, quality control procedures, client standards & specifications, local and international standards.
• Communicate with engineers in understanding job requirements and interpreting engineering notes.
• Provide service across a range of Power, Electrical, Instrumentation and Control disciplines.
• Utilize software such as AutoCAD, Bluebeam, Microsoft Office, RedEye, Trello.
• Support commissioning and FAT activities where required.

Customer Success Manager

• Plan, develop and execute email and SMS marketing campaigns to drive acquisition, retention and re-engagement
• Manage email databases including list building, segmentation and personalisation to maximise deliverability and engagement
• Create compelling email content including subject lines, copy and HTML templates aligned with brand guidelines
• Monitor email deliverability, sender reputation and ensure compliance with email marketing regulations (CAN-SPAM, GDPR)
• Set up and create Flows/automations briefed by CRM team, including filters, draft messages, delays and profile updates
• Review Flow performance, conduct A/B tests and report insights and optimisations
• Build and optimise automated sequences (welcome, abandoned cart, post-purchase, re-engagement)
• QA/test campaigns and templates in Litmus, verify links/images/alt text and ensure correct dynamic content and filters
• Create Klaviyo templates from Figma designs using Klaviyo builder and assist with signup form creation
• Review and setup client tech stack integrations in Klaviyo and support segmentation setup and reporting

CRM Specialist

• Senior AU Tax Accountant to manage tax compliance and financial reporting for Australian clients.
• Hybrid role requiring reporting in Ortigas; working schedule Mon–Fri 7am–4pm or 6am–3pm Manila time.
• Work on a wide portfolio of clients including individuals, trusts, partnerships, and companies across various industry sectors.
• Prepare financial statements, income tax returns, ATO lodgements, work papers and reconciliations to financial statement stage.
• Support budgeting, forecasting, financial analysis and business advisory projects (budgets, cashflows, management reporting).
• Assist clients with tax planning, FBT, payroll tax and STP.
• Ensure documentation including work papers and client files are maintained and compliance with Australian tax regulations.

Customer Service Team Lead

Senior Python Backend Developer

Programmatic Manager, Ad Ops Manager – SSP and PMP Deals

Electrical Designer

Senior Tax Accountant

Ad Ops Manager / Programmatic Manager, SSP and PMP Deals

Customer Service Support

Customer Service Agent

Electrical Designer

CRM Specialist

Senior Accountant