Senior Customer Support Associate (A3-A4)

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 a key part of how we grow and keep our customers coming back. We're looking for a Senior Customer Experience Specialist who’s not only good at solving problems, but also great at building trust, deepen retention, and directly contribute to revenue. If you enjoy turning every interaction into a chance to create a positive impact, this role is for you.

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.

Essential Roles and Responsibilities

• Drive Customer Experience as a Profit Center:

  • Support CS manager to build the strategy to transform customer experience into a key revenue driver.

  • Identify and implement initiatives that leverage customer interactions for upsell/cross-sell opportunities, significantly reduce churn, and increase Customer Lifetime Value (LTV).

• Build Lasting Customer Value:

  • Develop and execute proactive programs to build deep customer loyalty, maximize LTV.

  • Cultivate passionate brand advocates who drive referrals and organic growth.

• Elevate Support & Resolve Systemic Issues:

  • Serve as the expert escalation point for complex issues.

  • Analyze customer data to identify root causes of recurring problems.

  • Implement systemic solutions to improve the overall customer journey.

• Optimize Processes & Leverage Technology:

  • Collaborate with other teams to streamline end-to-end customer experience.

• Enable Team Success & Training:

  • Develop comprehensive SOPs, strategic playbooks,…

  • Support the creation of sales kits to train the Customer Success team on value-driven interactions, product knowledge, and operating with a Profit-Driven Mindset.

Skills and Qualifications

Your Credentials

• Experience: 3+ years in Customer Experience, Customer Success, or E-commerce support (preferably in DTC, Dropshipping, POD, or E-commerce industry).

• Language Proficiency: Good command of English (both written and spoken) to communicate with international customers.

Core Competencies

• Customer-Centric Mindset: A passion for delivering outstanding customer experiences and fostering loyalty.

• Sales Mindset Experience: Demonstrated strength in presenting products, advising customers, and driving purchasing decisions. Added advantage for those skilled in crafting customized sales scripts.

• Proactive and Results-Driven: Capable of identifying and acting on upselling or cross-selling opportunities that align with customer needs.

• Management and Performance Optimization: Provide actionable feedback, insights, and process improvements. Strong understanding of key performance metrics such as CSAT and NPS.

• Problem-Solving & Adaptability: Strong ability to identify customer pain points and implement effective solutions.

• Collaboration & Communication: Strong teamwork skills and the ability to work cross-functionally.

• Data-Driven Decision Making: Ability to analyze customer insights and improve processes accordingly.

Behavioral Traits

• 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.

Compensation and Benefits

• Compensation: 11.000.000 - 17.500.000 VND/month + incentive based on performance (negotiate).

• Career Growth: Fast-track promotion opportunities, including a path to CS 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, statutory leave, and team-building activities.

Team Management

• Reports to: CS Manager.

• Career Path: Potential promotion to CS Leader based on performance and innovation impact.

• Team Vision 2025:

  • Team dynamic: 5 remote junior CS members; expanding with an offline team with 3 members this year.

  • Build a customer-centric team, transforms Customer Experience into a powerful strategic differentiator.

  • Turn customer experience into a key strategic advantage for our brand.

Working Conditions

• Working Location: On-site, 18A Street No. 38, An Khanh Ward, Thu Duc, Ho Chi Minh, Vietnam.

• Working Hours:

  • Monday - Friday: 8:30 AM - 5:30 PM, with a 1-hour lunch break.

  • Saturday (Culture Day): 6:30 AM - 12:00 PM. We kick off Saturdays with team runs and weekly reflections - mind, body, and momentum aligned.

🚀 APPLY HERE

(Make sure you have read and agreed to our working location and hours, including joining our Saturday activities.)