Customer Service Representative/ Customer Support

We are Global Print-on-Demand (Global POD)!

The Vietnam-based subsidiary of The Customization Group. We bring cutting-edge and scalable top-tier print-on-demand solutions to businesses and creators worldwide. Fast, sustainable, and hassle-free — because your vision deserves the best!

The Customization Group is a global leader in mass customization, leveraging AI and automation to revolutionize the personalized products industry. With a strong international presence across Asia, Europe, North America, and the Middle East, we manufacture up to 500,000 unique products daily, reaching millions of customers through 20+ own online shops and 1,000+ partner stores. Our AI-first strategy drives efficiency, scalability, and innovation, keeping us ahead in a fast-moving market while growing through AI-driven acquisitions and partnerships.

Our diverse team of 500+ professionals from 40+ nationalities thrives in a culture of collaboration and ambition. Whether in our tech hubs, production facilities, or business locations, you’ll find the perfect environment to take ownership and drive impact in the future of e-commerce.

We have a brand-new opportunity for a Customer Service Representative/ Customer Support. In this role, you will be able to put yourself in the customers' shoes and remain helpful, patient, and cheerful. Sounds good? Then keep reading!

Why you will love working with us:

* International experience in our globally spread fast-paced teams

* A role that evolves quickly, opening doors to new opportunities

* Monthly phone/data and transportation allowance for work support

* Annual Performance Bonus to reward your achievements

* Private Health insurance to support your well-being

* Social insurance contribution based on 100% of salary

* A 13th-month salary for your yearly contribution

* Dynamic and collaborative team culture and a supportive work environment

What You will Do:

• Provide timely and professional support to merchants via Facebook Page Chat and email

• Assist merchants in setting up their stores, creating their first products, and navigating the merchOne platform

• Troubleshoot order, product, and account-related issues, ensuring quick resolution and customer satisfaction

• Collaborate with the Operations, Product, and Global Support teams to escalate and resolve complex cases

• Proactively share customer feedback with internal teams to improve products, processes, and overall experience

• Use support tools (ticketing system HubSpot, order administration systems, knowledge base, AI-powered assistants) efficiently to handle requests

• Stay open-minded and curious: explore and adopt new tools (including AI-based support solutions) to optimize workflows and deliver faster, smarter service

• 1–3 years of experience in customer support, e-commerce, or SaaS, ideally in a fast-paced environment

• Excellent written and spoken English communication skills

• Strong empathy and patience when dealing with customers; a true customer-first mindset

• Tech-savvy and a fast learner, comfortable working with multiple systems and tools

• Creative problem-solver with strong organizational and multitasking skills

• Prior experience with e-commerce platforms (Shopify, WooCommerce, Etsy, etc.) or print-on-demand is a plus

• Curious and eager to learn about new technologies such as AI and automation to improve support quality