We are looking for a Customer Success Associate based in Vietnam who can communicate fluently in Korean.
This role goes beyond simple customer support. You will deeply understand Cigro & Endash SaaS (e-commerce dashboards for Korean clients + general BI solutions) and guide customers to adopt the product in the most effective way. By building trust with clients, your main mission is to increase retention (renewals and continued usage).
As the first CS Associate in Vietnam, you will work closely with the Korean CS Lead while directly collaborating with the Vietnam engineering team, becoming a key bridge between both offices.
Responsibilities
- Gain deep expertise in Cigro & Endash SaaS products and provide clear and reliable guidance to customers
- Support service onboarding and initial setup (guides, FAQs, chatbot assistance)
- Analyze customer inquiries and improve manuals/FAQ documentation
- Collaborate with the development and data teams to quickly resolve service issues and incidents
- Work with the Korean CS Lead to establish global customer experience processes
- Collect and share customer feedback to help improve product and service quality
Requirements
- Advanced Korean proficiency (fluent in speaking, writing, and reading)
- Ability to communicate in basic English
- Strong problem-solving and logical communication skills
- Experience with collaboration tools such as Notion and Zendesk
Nice to Have
- 1+ year of experience in customer support, call centers, or SaaS/IT service operations
- Previous CS experience with Korean companies or Korean clients
- Familiarity with SaaS in data, advertising, or e-commerce
- Ability to translate and write technical documents (Korean English/Vietnamese)
- Experience working in a startup environment
What Were Looking For
- Someone who takes ownership and follows through until the customers problem is fully solved
- A fluent Korean communicator who enjoys working with a global team
- A person eager to grow in a fast-changing SaaS environment
- Someone who views CS not just as support, but as a partner in managing the customer journey and driving product adoption & retention
