Job Description

The Frontline Support Associate is the first point of contact for Zitcha customers by owning inbound support tickets end-to-end-triaging issues, resolving platform questions, escalating bugs with clear diagnostics, and delivering fast, friendly, high-quality support that keeps users successful on the Zitcha platform.

You will be responsible for owning the inbound support process and working with our operations and product specialist to continuously improve support processes for our customers.

Primary Responsibilities

First-line support via tickets, email, and chat (meeting SLAs).

Triage, resolve, and escalate issues using Tier 1-3 structure.

Campaign scheduling and QA.

Daily live orders checks, pacing checks, and over/under-spend monitoring.

Upload and QA plan reports.

System configuration tasks (creating networks/advertisers, refreshing product sets, linking offsite accounts, etc.).

Use documentation to self-solve where possible.

Collaborate with Operations, Solutions/Engineering, and Customer Success.

Daily Tasks

Help Desk

Monitor APAC Helpdesk queue (tickets, email, chat) and respond within SLA.

Triaging using decision trees and escalation processes; update ticket status and tags correctly.

Perform first-line investigation and resolution for common issues (access problems, configuration queries, how-to questions, etc).

AdOps

Campaign scheduling + QA.

Daily live order and pacing checks; flag and adjust where needed within defined rules.

Assist with over/under-spend checks and related reporting tasks.

Upload and QA plan reports.

Other

Create new network/advertiser accounts and wallets.

Offsite tasks (Meta/Google/You Tube linking, product set management,



basic integration checks).

Raise/track Jira tickets & Slack messages for technical issues and escalate.

Communicate updates and outcomes via Slack.

Use and update internal documentation where appropriate

Skill Set

Required

Strong written and verbal English communication; clear & concise.

Proactive, solutions-focused, and comfortable owning outcomes.

Detail-oriented

High degree of self-sufficiency - will search documentation and past examples before escalating.

Reliable, organized, and able to manage competing priorities.

Comfortable working in a remote, cross-regional team and collaborating asynchronously.

Desire to continuously improve processes

Desirable

2 years experience of frontline support

Familiarity with SaaS/platform support or technical customer support.

Interest or knowledge of AdTech, Mar Tech, or Retail Media platforms.

Experience with Jira, Confluence, Slack for technical ticketing and documentation.

Experience with Hub Spot or other CRM systems.

What you can expect from Zitcha:

A competitive salary and benefits package

Extensive self development and role expansion opportunities

You'll be working in a fast paced, high growth, innovative company

A supportive, collaborative team environment

The opportunity to gain deep exposure to the fastest growing media channel (retail media)

The ability to shape how we support our rapidly growing customer base across Europe

A culture of trust, ownership, and continuous improvement-backed by flexibility, open communication, and a genuine commitment to doing great work together.

Location: Remote

Employment Type: Full time Fixed-Term (18 Months) with potential to become permanent.

📌 Frontline Support Associate - Remote (Sydney)
🏢 Zitcha PTY
📍 Sydney