Customer Support Executive & Telesales (US Central Time)

Location:
Remote (Vietnam)
Type:
Full-time
Schedule:
Monday to Friday, 9:00 AM - 6:00 PM US Central Time
Salary:
Up to 18,000,000 VND/month (negotiable based on experience) + performance bonus, with full benefits as an official employee, including social, health and unemployment insurance.
About Rowabi
Rowabi is a US lighting brand rooted in lighting heritage. We specialize in designing lights with character that transform the way a home looks and feels. From handwoven rattan pendants and outdoor lights to modern chandeliers, pendants and wall sconces, every Rowabi design brings warmth, texture and personality into American homes. Our collections are available through our own online store and leading US marketplaces, serving homeowners and interior designers across the country.
Our promise is simple: lights crafted with character.
Our Vietnam office works hand in hand with our US studio to bring the best lighting to customers across the US.
About the Role
You'll be the voice of Rowabi for our US customers. The role has two equal parts:
Sales:
Help shoppers find the right light for their space and turn their questions into orders.
Customer support:
Take care of customers after they buy, from order updates and package tracking to returns and replacements.
Whether a customer calls to ask if a chandelier will fit their dining room or to find a missing package, you own the conversation and make sure they leave happy.
This isn't a job where you answer tickets forever. As Rowabi grows, this role is designed to grow with you into a broader position across operations, customer experience and sales. Strong performers will have the chance to:
Take ownership of order operations, from fulfillment issues to warehouse and carrier coordination.
Lead our customer experience as the team grows, including training new team members.
Manage key sales programs, such as customer follow-up campaigns and relationships with interior designers.
We review your growth regularly, with a clear path forward based on your results.
Working Hours
Monday to Friday, 9:00 AM - 6:00 PM US Central Time:
9:00 PM - 6:00 AM Vietnam time
during US Daylight Saving Time (March - November)
10:00 PM - 7:00 AM Vietnam time
during US Standard Time (November - March)
In Vietnam time, your work week runs from Monday night to Saturday morning. Weekends are off.
Responsibilities
Sales
Answer inbound calls, live chats and emails from shoppers, and help them choose the right lights by size, style, quantity and placement.
Follow up with customers who left items in their cart or requested a quote, by phone or email, until they make a decision.
Recommend matching products to grow order value, such as a set of pendants for a kitchen island or sconces for a hallway.
Log every lead and follow-up so no sale falls through the cracks.
Customer Support
Handle order requests: status updates, address changes and cancellations.
Track and locate packages with carriers, and resolve delays, damage and lost shipments.
Process returns, exchanges, replacements and warranty claims according to our policies.
Answer product questions accurately: dimensions, materials, bulbs, installation and care.
Calm upset customers, find a fair solution, and follow up until the issue is fully closed.
Team & Process
Work with our Operations, Warehouse and Product teams to solve issues quickly.
Keep accurate records in Shopify and our support tools.
Share recurring customer feedback so we can improve our products and processes.
Escalate only when needed, with a clear summary and a suggested solution.
Requirements
Must have
Clear, confident spoken English.
You will speak with US customers on the phone every day.
Strong written English for chat and email.
At least 2 years of experience in telesales, customer service or a call center, serving US customers.
Comfortable selling: asking good questions, recommending, and closing.
Calm, patient and positive, especially with upset customers.
Reliable for night shifts, with a stable internet connection and a quiet place to work.
Detail-oriented and organized, and you take ownership of problems.
Fully dedicated to Rowabi.
This is your only job. We do not accept candidates who hold another full-time, part-time or freelance role at the same time.
Nice to have
Experience with Shopify, Gorgias, or a CRM or phone system.
E-commerce experience, especially in home decor, furniture or lighting.
An interest in interior design.
What Success Looks Like After 90 Days
You take full ownership of your shift, supporting customers and closing sales without needing help.
Customers get fast, accurate and friendly answers by phone, chat and email.
You proactively propose ideas to improve our products and customer experience, based on what customers share with you.
How We Measure Performance
We use a ticketing and call system to track every customer conversation, and we focus on 6 key metrics:
Sales:
conversion rate and revenue from your conversations
Service:
customer satisfaction (CSAT), first response time, resolution time and customer review ratings
Benefits
Competitive salary based on experience, plus a performance bonus.
Monday to Friday schedule, with weekends off.
Annual salary review.
Training on our products and on US customer service.
Paid leave and public holidays according to company policy.
Work with an international e-commerce team on a growing US brand.
A friendly, transparent, growth-oriented culture.
A clear career path into operations, customer experience and sales.
How to Apply
Send the following to
[protected info]
:
Your resume in English.
A 1-2 minute voice or video recording in English
, introducing yourself and describing a time you helped a difficult customer.
Applications without a recording will not be considered.