GENERAL INTRODUCTION
PATI Group is looking for a seasoned CS “Warrior” for the International E- commerce market (US/EU). In this position, you won’t just sit and reply to messages. You are the revenue protection sentinel, the one who directly handles payment disputes, and someone ready to roll up your sleeves to support logistics operations whenever necessary.
JOB DESCRIPTION
You will take on a Hybrid Role and be trained to transition into a Management position with three core focuses:
Customer Experience & Revenue Assurance (50%)
Hotspot Handling: Directly resolve difficult tickets and heated complaints (Escalated tickets) via Email, Chat, and Social Media.
Dispute Management (Disputes Warrior): Directly handles Dispute/Chargeback cases on PayPal and Stripe payment gateways. Goal: Winning rate > 60%.
Customer Retention: Use problem- solving skills and empathy to turn angry customers into loyal advocates.
Logistics Support- Fulfillment Backup (30%)
Mindset: “At PATI, there is no such thing as ‘not my job.’ Being in CS means knowing exactly which warehouse the goods are in.”
Risk Control: Proactively check the status of stuck shipments and notify customers before they complain.
Ready to Engage: During peak periods (Sales, Holidays) or when the Fulfillment team is overloaded, you will directly participate in order processing, tracking checks, and uploading waybills to the system.
Optimization & Training (20%)
Leadership: Guide and mentor Fresher staff on how to handle basic situations.
Process Building: Draft and optimize the response library (Macros/Templates) to increase response speed.
JOB REQUIREMENTS
Experience: Minimum 2- 3 years in CS (preference for those who have worked in International E- commerce, Dropshipping, POD, or DTC).
Payment Literacy: A deep understanding of the “rules of the game” and processing procedures of PayPal/Stripe is a major advantage.
English (Writing Skills): Excellent (Advanced). Natural and professional writing style, equivalent to a native speaker.
Mindset:
Service- oriented but tough and sharp when needed to protect company interests.
Willingness to do manual work: Ready for data entry or scrutinizing every single waybill when required.
COMPENSATION & BENEFITS
Unlimited Income: Competitive base salary based on capability (starting from 15,000,000 VND) + Annual Performance Bonus (based on % of revenue growth you generate). You have the right to value yourself and negotiate with us.
Premium Work Tools: Provided with a MacBook, Premium AI accounts (Claude Pro, ChatGPT Plus, etc.), VinFast car & Gym membership (subject to company policy).
Career Advancement: A roadmap to becoming an Operations Team Leader.
Ownership Opportunity: Eligibility for Equity (ownership stake) upon becoming a Key Member.
Comprehensive Benefits: Social Insurance, Bao Viet Health Insurance (Green Card), bi- annual company trips, and full holiday/birthday bonuses.
ADDITIONAL INFORMATION
Recruitment Process:
To ensure we find the right “Builders” for our x20 goal, our process includes:
Round 1- Application & Technical Challenge: After submitting your CV (with Portfolio attached), you will receive a technical challenge.
Round 2- In- depth Interview: A discussion regarding technical expertise and cultural fit with PATI’s management team.
Round 3- Founder’s Table: Direct strategic discussion with the CEO.
Working Conditions:
Time:
Saturday (Culture Day): 6:30 AM- 09:00 AM. We kick off Saturdays with team runs and weekly reflections- mind, body, and momentum aligned.
Monday- Friday: 8:30 AM- 5:30 PM, with a 1- hour lunch break.
Location: PATI Group Office – Ho Chi Minh City.
Note: This is a full- time, onsite position to ensure the highest speed of coordination.
