Customer Service Executive (US Market - Central Time) (Vietnam Base)

Customer Service Executive (US Market - Central Time)Location: Remote (Vietnam)
Type: Full-time
Salary: Up to 15,000,000 VND/month (negotiable based on experience) + performance bonus
About RowabiRowabi is a premium US lighting brand known for handcrafted rattan pendant lights. We sell direct-to-consumer through our own Shopify store and on major US marketplaces, serving homeowners and designers across America.
Rowabi Vietnam is where every piece begins. We are a heritage factory that crafts modern, organic lighting. Our weaving techniques have been passed down through generations of Vietnamese artisans. Every lampshade is shaped and woven by hand from natural materials, then finished to meet the standards of the US market. We don't resell other people's products. We make them, in our own workshop, with our own hands.
As a Customer Service Executive, you are the voice of that craft to our US customers. When a customer asks how a light is made, why each piece is slightly unique, or how to care for natural rattan, you'll answer with the confidence of someone who works right next to the people who made it.
Working HoursYou will work on US Central Time (CST/CDT):
9:00 PM - 6:00 AM (Vietnam time) during US Daylight Saving Time
10:00 PM - 7:00 AM (Vietnam time) during US Standard Time
5 working days per week; weekend rotation may be required
Responsibilities
Respond to customer inquiries via Email, Live Chat, and Social Media.
Handle order updates, shipping inquiries, returns, replacements, and warranty claims.
Coordinate with the Warehouse, Operations, and Logistics teams to resolve customer issues.
Work with our Design, Product, and Production teams to answer product questions accurately, from materials and dimensions to installation and care.
Maintain a high Customer Satisfaction (CSAT) score.
Escalate complex issues when necessary.
Keep accurate records in Shopify and our customer support systems.
Spot recurring customer issues and feed them back to Production and Operations so we can improve both the product and the process.
RequirementsMust have
Excellent written English.
At least 1 year of customer service experience, preferably in e-commerce.
Strong communication and problem-solving skills.
Detail-oriented and organized.
Comfortable working overnight on US Central Time.
Able to stay calm and professional with difficult customers.
Preferred
Experience with Shopify, Gorgias, Gmail, Slack, and Notion.
Experience supporting US customers is a strong advantage.
Interest in or knowledge of furniture, home decor, or handcrafted products.
KPIs
Customer Satisfaction (CSAT)
First Response Time
Resolution Time
Ticket Resolution Rate
Customer Review Rating
SLA Compliance
Benefits
Competitive salary based on experience, plus performance bonus.
Annual salary review.
Professional training and career development.
Paid leave and public holidays according to company policy.
Work with an international e-commerce team while staying close to a real Vietnamese craft workshop.
A friendly, transparent, growth-oriented culture.
What We Look ForWe value people who take ownership, communicate clearly, think from the customer's perspective, solve problems instead of passing them on, and keep improving how we serve our customers.
How to ApplySend your CV in English with a short introduction about yourself and your customer service experience. Candidates with experience supporting US customers are strongly encouraged to apply.