Customer Support Executive (Ecommerce)

TL;DR

Customer Support Executive (Ecommerce): Providing exceptional assistance to users of ecommerce apps via live chat with an accent on problem diagnosis and product expertise. Focus on managing the end-to-end customer inquiry lifecycle, escalating complex technical issues, and improving support documentation.

Location: Remote (Global). Working hours: 3:00 PM – 12:00 AM Vietnam time (Monday to Friday).

Company

hirify.global is a technology company focused on enhancing search, discovery, and customer engagement for ecommerce businesses through a suite of innovative apps.

What you will do

• Respond to customer inquiries efficiently via live chat.
• Take full ownership of inquiries from the initial contact through diagnosis to final resolution.
• Escalate complex technical issues to product specialists and developers using support tickets.
• Create instant set-ups, share helpful articles, and develop snippets for customers.
• Identify gaps in the support center and report necessary article updates to the team lead.

Requirements

• Fluency in English (both written and spoken).
• Ability to handle multiple tasks and multitask efficiently in a fast-paced environment.
• Strong logical reasoning and quick thinking to find effective solutions.
• Passion for enhancing the customer experience and exceeding expectations.
• Availability to work the specific shift: 3:00 PM – 12:00 AM Vietnam time.

Culture & Benefits

• 100% remote culture with a "work from anywhere" policy.
• Performance-based year-end bonuses.
• Wellness allowance for physical and mental health support.
• 20 days of annual leave in addition to Vietnam public holidays.
• Company-provided MacBook.
• Comprehensive health benefits, including Generali Health Care and annual check-ups.

Hiring process

• Application review and resume analysis (assisted by AI tools).
• Human-led final hiring decisions.