About Customer Experience at PATI
At PATI Group, we see Customer Experience (CX) as more than just support- it&039;s a key part of how we grow and keep our customers coming back. We&039;re looking for a Junior 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?
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.
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.
You’re not just answering tickets: Here, you&039;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.
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
Your Credentials
Experience: 1+ 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
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.
Customer- Centric Mindset: A passion for delivering outstanding customer experiences and fostering loyalty.
Proactive & Sales- Oriented: Ability to recognize upselling or cross- selling opportunities that benefit the customer.
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
Additional Benefits: Social insurance, statutory leave, and team- building activities.
Compensation: 7.000.000- 12.500.000 VND/month + incentive based on performance (negotiate).
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.
Career Growth: Fast- track promotion opportunities, including a path to CS Leader.
Team Management
Career Path: Potential promotion to CS Leader based on performance and innovation impact.
Reports to: CS Manager.
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.
