The Role
Provides first-line customer support through chat for product and technical questions, creates and maintains technical Help Centre content, and collaborates with Onboarding and Customer Success teams during implementation and adoption. The role requires clear writing, customer education, proactive communication, autonomy, and relationship-building while supporting international customers and operations from Vietnam during ICT hours.
Summary Generated by Built In
We are looking for a Customer Support Executive who will split their time between helping our customers via chat support and assisting our international operations team. We are after someone based in the ICT Time Zone.
Responsibilities
- As a Customer Support Executive, you will be the first point of call for our customers on any product-related questions, or for technical support.
- You will also support keeping our Help Centre up to date, to help empower our customers’ self-learning. You'll have expertise in communicating complicated technology topics in clear, concise ways via technical articles.
- Another part of your role is to work closely with our Onboarding team during the implementation phase of Creative Force and with our Customer Success team during the adoption/ operations part of the customer journey. Allowing you to become familiar with customers’ specific setups and ways of working to ensure the best possible support once the customer becomes operational within Creative Force.
Requirements
The ideal candidate has a passion for service and customer education. Writing should come naturally, alongside an eagerness to proactively communicate with our customers.
You should have a “customer first” mindset, with strong project management skills. A passion for photography, retouching, tech, or ecom would be a plus!
As we are an internationally remote team, you should be comfortable working autonomously with support from your colleagues around the world.
We also believe in being “human”, so someone willing to be themselves and strive to build genuine long-lasting relationships with their colleagues and customers. Integrity and honesty are at the heart of what we look for!
Qualifications- Relevant experience in a customer support role
- Fluent in English, another language is a plus
- Knowledge of tools like Zendesk, Freshdesk, or Intercom
- The role will be based in Vietnam, working in ICT (08:00 - 17:00)
- Knowledge of Photoshop and/or other Creative Cloud Applications
- Knowledge of Photo Studio Operations
- Knowledge of Ecom, Retail, and/or Brand Operations
- Familiarity with RESTful APIs
- Familiar with agile ways of working
- Comfortable working with GSuite, Slack, Jira, and Hubspot
What we offer
- Competitive salary and benefits package
- Healthcare: Annual health check-up, Premium Healthcare Insurance for you and your loved ones.
- International working environment, flat and transparent organization
- Working & growing with Young, Ambitious & Talented Team
- Flexible working time, from Monday to Friday
- Work hard, rest well: Enjoy 15 days of annual leave
- Prioritizing a work-life balance with the flexible work-from-home policy
- Social – Health – Insurance paid fully
- Free in-house entertainment facilities, coffee, and snacks
- Company trip, big annual year-end party every year, team building, etc
And much more, join us and let yourself explore other fantastic things!
We encourage everybody to apply no matter of gender, sex, race, color, or disability - but with the above skills and background.
About
eCommerce is powered by content. Creative Force is the leading workflow platform for eCommerce content production at scale.Creative Force gives you insightful real-time data without taking you out of your favorite applications, automating repetitive administrative tasks like file naming and syncing and freeing creatives to focus on their actual work.It’s an end-to-end solution—from sample intake to web upload—made specifically for busy content studios. No more spreadsheets, manual data entry, style guide confusion, constant switching between apps, “status?” emails, or lost samples.Say yes to reduced lead times, higher throughput, lower costs, and happier customers.Transparency, automation, and optimization will turn high-volume content studios into incredibly-high-volume content studios.
Skills Required
- Relevant experience in a customer support role
- Fluent English
- Comfort working in the ICT time zone from Vietnam, 08:00–17:00
- Knowledge of Zendesk, Freshdesk, or Intercom
- Strong written communication and ability to explain technical topics clearly
- Customer-first mindset and proactive communication
- Strong project management skills
- Knowledge of Photoshop or other Creative Cloud applications
- Knowledge of photo studio operations
- Knowledge of eCommerce, retail, or brand operations
- Familiarity with RESTful APIs
- Familiarity with agile ways of working
- Comfort working with GSuite, Slack, Jira, and HubSpot
- Fluency in another language
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The Company
What We Do
E-commerce Is powered by content and we are building the software to produce content at scale. Creative Force gives you insightful real-time data without taking you out of your favorite applications, automates repetitive administrative tasks like file naming and syncing, and frees creatives to focus on their actual work. It’s an end-to-end solution—from sample intake to web upload—made specifically for busy photo studios. No more spreadsheets, manual data entry, style guide confusion, constant switching between apps, “status?” emails, or lost samples. Yes to reduced lead times, higher throughput, lower costs, and happier customers. Transparency, automation, and optimization will turn high-volume photo studios into incredibly-high-volume photo studios.
