Job overview: We are looking for a Customer Success (Part-time) to join our Tapita team. In this role, you will be the first point of contact for our customers, helping them resolve issues, understand our products, and maximize their experience with Tapita. You will gain hands-on experience in customer service operations, SaaS tools, and cross-functional collaboration across Product, Sales, and Marketing teams. This position is ideal for those who are eager to learn, detail-oriented, and passionate about providing great customer experiences in a fast-growing tech environment.

Responsibilities

• Participate in training programs to gain a deep understanding of Tapita’s products and services.
• Provide timely and accurate support to customers via email and live chat, using Zoho Desk and Zoho SalesIQ (training will be provided).
• Identify customer needs and guide users on how to use Tapita features effectively.
• Investigate and report product issues by replicating customer scenarios and escalating tickets to the technical team when needed.
• Document customer interactions and technical issues in internal systems for reference and continuous improvement.
• Collect and share user feedback, feature requests, and potential workarounds with Product and Support teams.
• Notify customers of new product updates, features, and functionalities.
• Follow up with customers to ensure all issues are fully resolved and satisfaction is achieved.
• Collaborate with Product, Sales, and Marketing teams by sharing customer insights and recurring trends.

Requirements

• Good English communication skills (both written and reading comprehension).
• Strong communication, problem-solving, and multi-tasking abilities.
• Excellent attention to detail and ability to follow technical instructions accurately.
• Self-motivated, proactive, and committed to providing excellent customer experiences.
• Willingness to work flexible shifts and continuously learn new tools and technologies.

Work Schedule

• Part-time | Minimum 5 shifts per week
• Each shift: 4 hours/day
• Shifts are scheduled by the Team Leader and can be registered 1 month in advance.
• Available shift options:
• 20:00 – 00:00 (8 PM – Midnight)
• 00:00 – 04:00 (Midnight – 4 AM)
• 04:00 – 08:00 (4 AM – 8 AM)
• 08:00 – 12:00 (8 AM – Noon)
• 12:00 – 16:00 (12 PM – 4 PM)
• 16:00 – 20:00 (4 PM – 8 PM)

Benefits

• Hourly rate: 46,000 VND/hour
• Commission Structure: To be discussed during the interview
• Shift attendance allowance: Provided.
• Holiday and Tet bonuses throughout the year
• Bi-annual team building activities
• Opportunity for in-depth learning about the Shopify e-commerce platform

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