Customer Support Specialist

ABOUT PATI GROUP

PATI Group is revolutionizing the e-commerce landscape by specializing in high-quality dietary supplements. Within just one year, we achieved a remarkable 500% growth in sales in the U.S. market.

Our vision is to become Vietnam's leading dietary supplement company by 2026, empowering customers to unlock their full physical, mental, and intellectual potential.

ABOUT CUSTOMER EXPERIENCE AT PATI

At PATI Group, we see Customer Experience (CX) as more than just support – it's the foundation of how we build trust and keep customers coming back.

We need someone with good ENGLISH skills, a true CUSTOMER-CENTRIC mindset, and hands-on experience working DIRECTLY with customers to help them solve issues quickly, feel genuinely cared for, and enjoy a seamless journey with us.

If you are ready to turn every interaction into an opportunity to create value, this role is for you.

ESSENTIAL ROLES & RESPONSIBILITIES

• Deliver Profit-Driven Support: Handle customer inquiries across channels on Gorgias, recognizing each interaction builds loyalty and contributes to revenue.
• Provide Expert Guidance & Resolve Issues:
• Offer timely, empathetic, and solutions-driven support, acting as a Trusted Advisor in every interaction.
• Resolve issues efficiently using documented processes.
• Utilize Technology Effectively: Use CRM tools to manage tickets accurately and efficiently (Gorgias).
• Contribute to Continuous Improvement: Report customer feedback and recurring issues to support team development.

SKILLS & QUALIFICATIONS

1. Must-have Requirements:

• Experience: 2+ years in Customer Experience, Customer Success, or E-commerce support (preferably experience in working DIRECTLY to customers).
• Language Proficiency: Good command of ENGLISH (both written and spoken).
• Customer-Centric Mindset: A passion for delivering outstanding customer experiences and fostering loyalty.
• Problem-Solving & Adaptability: Strong ability to identify customer pain points and implement effective solutions.

2. Nice-to-have Requirements:

• Collaboration & Communication: Strong teamwork skills and the ability to work cross-functionally.
• Empathy & Active Listening: Ability to deeply understand customer concerns and provide thoughtful solutions.
• Ownership Mentality: Proactive in improving workflows and taking initiative without being asked.
• Growth Mindset: Open to feedback and continuously seeking ways to improve CX strategies.
• Proactive & Sales-Oriented: Ability to recognize upselling or cross-selling opportunities that benefit the customer.

COMPENSATION & BENFITS

• Compensation: VND/month + incentive based on performance (negotiate).
• Career Growth: Fast-track promotion opportunities, including a path to CX Leader.
• Professional Development: Gain access to the latest AI tools, automation technologies, and advanced CRM systems to stay ahead in delivering exceptional customer experiences.
• Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.
• Additional Benefits: Social insurance, Bảo Việt Insurance, 12 annual leave days per year, 13th-month salary, performance bonus, and lots of team-building activities.

Why this role stands out?

• You're not just answering tickets: Here, you're empowered to think critically, solve problems creatively, and contribute directly to customer retention, LTV, and brand love. You'll grow beyond support into a true CX leader.
• Be part of a strategic transformation: You'll be part of a core team reshaping how we do Customer Experience from the ground up - building systems, playbooks, and processes that scale.
• See your work fuel business growth: At PATI Group, CX is a profit center. Your insights, ideas, and execution will directly influence how we grow from an early-stage brand to a $100M+ business.

Job Type: Full-time

Pay: From 11,000,000₫ per month

Application Question(s):

• Top 3 reasons Why you choose PATI and Why you are ideal candidate for this position?

We want to determine if you see our company as a place where you can grow professionally and achieve your goals. Understanding your motivations related to personal and career development can help us ensure that the position aligns with your expectations.

Tips: Learn more about PATI Group