Customer Support Executive

LittleLives is a school management platform that helps schools run their daily operations and connect with parents. We serve preschools and childcare centers across Singapore, Malaysia and Indonesia, and are expanding into enrichment, tuition, after-school and K12.
About the Position
Title: Customer Support Executive
Location: Hanoi or Ho Chi Minh
Department: Customer Support (Pixies)
Reports to: Head of Support Operation
We are looking for a proactive and customer-focused Customer Support Executive to join our regional support team, Pixies.
In this role, you will support customers in Vietnam and across our international markets, through multiple communication channels such as Zalo, WhatsApp, email, live chat, and phone.
You will be responsible for helping customers navigate our SaaS platform, troubleshooting technical issues, and ensuring that enquiries are handled professionally, efficiently, and with a strong sense of ownership.
What You Will Be Doing
Customer Support & Communication
Provide timely and professional customer support in Vietnamese and English across multiple channels, including Zalo, WhatsApp, email, live chat, and phone, through a centralized customer support platform.
Assist school administrators, teachers, finance staff, and parents with product enquiries, technical issues, and platform functionality.
Manage customer interactions and support tickets within the support platform, ensuring accurate documentation, prioritization, and timely follow-up.
Take end-to-end ownership of customer enquiries, from initial contact through resolution.
Meet established service level agreements (SLAs), quality standards, and customer satisfaction targets.
Deliver a consistent and seamless customer experience across all support channels.
Technical Troubleshooting & Escalation
Investigate and troubleshoot software-related issues, identifying possible causes and solutions.
Gather relevant information, reproduce issues where possible, and document findings clearly.
Collaborate with Product and Engineering teams to escalate complex technical issues and follow through on their resolution.
Keep customers informed of progress and manage expectations throughout the resolution process.
Knowledge Management & Continuous Improvement
Maintain and contribute to customer-facing knowledge base articles and internal troubleshooting documentation.
Identify recurring issues and share insights with the team to improve product quality and support efficiency.
Stay updated on product features, changes, and internal support processes.
Contribute ideas to improve workflows, customer satisfaction, and overall support operations.
What We Are Looking For
Good written and spoken communication skills in Vietnamese and English.
Previous customer service experience is preferred, but motivated fresh graduates are welcome.
Comfortable communicating with customers through chat, email, and phone.
Good problem-solving skills and willingness to learn new software.
Patient, detail-oriented, and able to manage multiple tasks.
Responsible, proactive, and willing to work collaboratively with the team.
Experience in SaaS, technical support, or the education sector is a plus.
What We Offer
Competitive Salary
15 days of annual leave and 1 birthday leave per year
Social insurance and private VBI insurance
Yearly performance bonus
Flexible working mode (hybrid/remote)
Welfare benefit up to 400,000 VND/pax/month
Annual mid-year company retreat
Work equipment with MacBook provided
Hiring Process
HR Screening
Practical Support Challenge
Interview with Head of Customer Support and CPO
Location
Hanoi Office: 04th Floor, 189 Nguyen Ngoc Nai, Phuong Liet Ward, Ha Noi
HCM: Coworking Space, 222 Dien Bien Phu, Xuan Hoa Ward, HCMC