Junior Customer Support Associate (A2-A3)

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

Essential Roles and 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 and 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 and Benefits

Compensation: 10.000.000 - 15.000.000 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.

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 - 09:00 AM. 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.)