ZigZag Offshoring

Customer Support

• 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

Operations

• 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

• 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

Designer

• 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.

Electrical Designer

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

Accountant

• 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 Support

Ad Ops Manager / Programmatic Manager, SSP and PMP Deals

Customer Service Agent

Electrical Designer

CRM Specialist

Senior Accountant