Bilingual Customer Success Associate (Vietnamese-English) (ZR_20972_JOB)

This is a remote position.

• 40 hours per week
  
• Monday to Friday 9am - 6pm PST with 1 hour unpaid break
  
• Pacific Standard Time - San Diego, CA
  
  

Join a cutting-edge tech company revolutionizing the video creation industry with AI-powered text-to-video technology. Our innovative platform serves a diverse, global user base, transforming the way businesses and individuals create engaging video content. As we experience rapid growth, we’re seeking passionate individuals to join our dynamic team and help shape the future of video production.

Job Description

Embark on an exciting journey as a Bilingual Customer Success Associate for a trailblazing AI text-to-video service. In this role, you’ll be at the forefront of customer interactions, providing crucial support through our state-of-the-art help desk platform. You’ll have the unique opportunity to work with cutting-edge technology while ensuring our global users have the best possible experience. This position offers flexible hours and the chance to be part of a rapidly growing tech company that’s changing the face of video creation. You’ll be instrumental in managing customer inquiries, resolving issues, and contributing to the overall success of our innovative platform.

Responsibilities

• Manage and respond to customer inquiries through Intercom’s chat and email interface
  
• Handle a high volume of support tickets efficiently and effectively
  
• Process billing-related tasks including refunds and subscription management using Stripe
  
• Maintain a high level of customer satisfaction through professional and timely communication
  
• Collaborate with the internal team to resolve complex customer issues
  
• Track recurring issues and proactively surface them with the team to drive improvements
  
• Participate in QA testing of new features to ensure a seamless customer experience
  
• Recognize when issues require higher
  
• level intervention and escalate them promptly to ensure quick resolution
  
• Oversee and maintain our help desk, ensuring all content is up-to-date and addressing common customer questions proactively
  
• Help translate new website and promotional content into Vietnamese - Enhance and manage our reputation on external review platforms, by proactively addressing feedback and driving continuous improvement
  
• Stay updated on product features and updates to provide accurate information to customers.
  

Requirements

• 2+ years of experience is customer support or similar role
  
• Excellent written communication skills in both Vietnamese and English
  
• Experience with customer support software, preferably Intercom
  
• Familiarity with billing and payment systems, ideally Stripe
  
• Strong problem-solving skills and attention to details
  
• Ability to work independently and manage time effectively
  
• Comfortable with technology and quick to learn new software systems
  

Benefits

• HMO Coverage for Eligible Locations
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job