Senior Customer Support – AI Toys (Remote | US Market Support |8:30 PM – 5:00 AM Vietnam Time)

About OLLI

OLLI is a creative tech startup specializing in the development of innovative AI-driven products. Our current focus is on the AI Toys Project – smart, interactive toys that integrate Artificial Intelligence (AI) to help children learn and play in imaginative ways.

We are looking for a passionate Senior Customer Support to join our team and support international customers (primarily in the U.S.). You’ll play a key role in delivering a top-tier customer experience and contributing to our product and service improvement

Key Responsibilities:

• Handle customer inquiries and complaints related to connectivity, interaction, or app integration issues; coordinate with Technical, Product, or Quality teams for resolution.

• Guide customers through product setup, basic troubleshooting, and usage optimization to enhance the user experience.

• Collaborate with internal teams (Tech/Product) to collect feedback and contribute to product and service enhancements.

• Monitor and analyze customer data via CRM tools, generate regular reports, and suggest improvements to CS processes.

• Manage multi-channel support (email, live chat, hotline, social media) in a professional and timely manner.

• Support team growth by improving processes, onboarding new CS staff, and support junior CS in handling complex or escalated customer cases.

• Minimum 3 years of experience in a customer support role, preferably in tech, AI, IoT, or smart consumer products.

• Strong problem-solving and communication skills, with the ability to adapt quickly in various situations.

• Customer-centric mindset, team-oriented, and comfortable working under pressure.

• Experience working with technical, QA, or product development teams is a plus.

• Skilled in report writing, feedback analysis, and using ticketing/CRM tools.

• Fluent in English (both spoken and written) – required for international customer support.

• Willingness to work in U.S. time zones:

○ 8:00 PM – 5:00 AM Vietnam time

○ Or other flexible arrangements, as agreed.