Customer Support Executive
ABOUT FIREGROUP TECHNOLOGY
FireGroup envisions and strives to shape a world where e-commerce is easy, effective, and sustainable. Since our founding in 2016, we have specialized in providing a comprehensive portfolio of category-leading SaaS products for the global e-commerce market, including online store development, store management, sales & marketing automation, and almost every aspect of running an online business. After almost a decade in the market, we are loved by over 450,000 merchants and enterprises across 175+ countries and highly trusted by our globally renowned partners such as Shopify, BigCommerce, WooCommerce, Google, Meta, Tiktok, and Amazon.
As we continue on our development path, we relentlessly overcome challenges to develop innovative products that comprehensively and effectively solve problems in e-commerce, making online business easy and sustainable for everyone. Together, we aspire to build a future in which FireGroup emerges as a global leader in e-commerce innovation, offering world-class products trusted by industry experts around the world.
Why to build your career with us
- Make your impact globally on hundreds of thousands of merchants’ success
- Develop your skills in a fast-paced and highly competitive SaaS market
- Create and grow continuously among passionate talents with growth mindsets
Responsibilities
- Reporting & Work Progress Monitoring: Track and update work progress using existing templates and key metrics (daily/weekly reports of team status and product lines). (Optional)
- Process Development & Quality Monitoring: Support the implementation of internal and external workflows. Monitor, evaluate, and ensure quality and efficiency of freelance contributors.
- Training & Knowledge Sharing
- Guide and support new team members to follow standard procedures
- Attend assigned training sessions and complete required learning hours
- Document and share knowledge via training materials or hands-on sessions
- Design and conduct assessments for freelancers post-training
- Provide additional coaching for those who do not meet the passing criteria
- Customer Issue Resolution & Internal Coordination
- Handle support requests and service issues ranging from simple to moderately complex
- Collaborate across departments to ensure service continuity and issue resolution
- Support ad-hoc cases not covered in the existing FAQ or response library
- Product Consultation & Sales Support (Up-sell & Cross-sell): Provide product recommendations based on prepared scripts and sales strategies to enhance customer value.
- Process & Product Improvement: Proactively contribute ideas and solutions to improve service processes and product quality.
- Other Tasks: Take on additional responsibilities as assigned by direct managers.
Qualifications
- College degree or equivalent in a relevant field.
- At least 6 months of experience in customer support, preferably with international clients.
- English: TOEIC 700+ or equivalent (strong reading, listening, and comprehension skills).
- Technical Skills:
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Able to create clear, structured reports and analyze simple datasets
- Strong attention to detail in organizing and presenting information
- Basic knowledge of eCommerce as consumers (online/mobile shoppers) and the business model of eCommerce is a must.
- Basic Knowledge of SaaS platforms and/or Mobile Commerce is a strong advantage.
Benefits
- Working time: Remote, 3:00 PM – 12:00 AM (Monday to Friday)
- Have opportunity to work with global merchants and join the dynamic, young and friendly project team; stable career path;
- Attractive salary based on skills and experience; 13th month salary; Employee’s marriage, maternity bonus; Birthday voucher gift;
- Annual salary review;
- Premium Healthcare, annual health check;
- Regular technical seminar & external/ internal training courses;
- Internal engagement events: Team-building; Town-hall, birthday gift voucher, mid-autumn, new year and kick-off parties, yearly company trip;
- FireGroup Sports Clubs: Running, Football, Badminton, etc;
- Laptop/ PC/ Monitor are provided.
Contacts
Should you need more information about this job, reach out to us at: