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 Senior 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
Drive Customer Experience as a Profit Center:
Identify and implement initiatives that leverage customer interactions for upsell/cross- sell opportunities, significantly reduce churn, and increase Customer Lifetime Value (LTV).
Support CS manager to build the strategy to transform customer experience into a key revenue driver.
Build Lasting Customer Value:
Cultivate passionate brand advocates who drive referrals and organic growth.
Develop and execute proactive programs to build deep customer loyalty, maximize LTV.
Elevate Support & Resolve Systemic Issues:
Analyze customer data to identify root causes of recurring problems.
Implement systemic solutions to improve the overall customer journey.
Serve as the expert escalation point for complex issues.
Optimize Processes & Leverage Technology:
Collaborate with other teams to streamline end- to- end customer experience.
Enable Team Success & Training:
Support the creation of sales kits to train the Customer Success team on value- driven interactions, product knowledge, and operating with a Profit- Driven Mindset.
Develop comprehensive SOPs, strategic playbooks,…
Skills and Qualifications
Your Credentials
Experience: 3+ 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
Collaboration & Communication: Strong teamwork skills and the ability to work cross- functionally.
Sales Mindset Experience: Demonstrated strength in presenting products, advising customers, and driving purchasing decisions. Added advantage for those skilled in crafting customized sales scripts.
Proactive and Results- Driven: Capable of identifying and acting on upselling or cross- selling opportunities that align with customer needs.
Management and Performance Optimization: Provide actionable feedback, insights, and process improvements. Strong understanding of key performance metrics such as CSAT and NPS.
Data- Driven Decision Making: Ability to analyze customer insights and improve processes accordingly.
Problem- Solving & Adaptability: Strong ability to identify customer pain points and implement effective solutions.
Customer- Centric Mindset: A passion for delivering outstanding customer experiences and fostering loyalty.
Behavioral Traits
Empathy & Active Listening: Ability to deeply understand customer concerns and provide thoughtful solutions.
Growth Mindset: Open to feedback and continuously seeking ways to improve CX strategies.
Ownership Mentality: Proactive in improving workflows and taking initiative without being asked.
Compensation and Benefits
Additional Benefits: Social insurance, statutory leave, and team- building activities.
Professional Development: Gain access to the latest AI tools, automation technologies, and advanced CRM systems to stay ahead in delivering exceptional customer experiences.
Compensation: 11.000.000- 17.500.000 VND/month + incentive based on performance (negotiate).
Career Growth: Fast- track promotion opportunities, including a path to CS Leader.
Workplace Culture: Join a dynamic, innovation- driven environment focused on employee success.
Team Management
Reports to: CS Manager.
Career Path: Potential promotion to CS Leader based on performance and innovation impact.
Team Vision 2025:
Team dynamic: 5 remote junior CS members; expanding with an offline team with 3 members this year.
Turn customer experience into a key strategic advantage for our brand.
Build a customer- centric team, transforms Customer Experience into a powerful strategic differentiator.
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.
