Customer Support Executive

Company

Clearer.io

Salary / Compensation

• Not specified

Overview / Job Description

Clearer.io is a global ecommerce enablement company that helps online merchants improve product discovery, conversion rates, returns management, and post-purchase experiences through a suite of innovative ecommerce applications.

The company is seeking a Customer Support Executive to serve as the first point of contact for customers using its ecommerce solutions. This role focuses on providing exceptional live chat support, resolving customer issues efficiently, and ensuring customers receive timely assistance throughout their support journey.

As a Customer Support Executive, you will leverage strong communication skills, logical problem-solving abilities, and product knowledge to deliver an outstanding customer experience. You will work closely with product specialists and developers to resolve complex issues while contributing to the continuous improvement of customer support resources.

This role is ideal for customer-focused professionals who thrive in fast-paced environments, enjoy helping customers succeed, and are passionate about delivering world-class support experiences.

Responsibilities

Customer Support & Live Chat

• Respond promptly and professionally to customer inquiries via live chat
• Serve as the first point of contact for customers seeking assistance
• Deliver accurate and helpful solutions to customer questions
• Provide exceptional customer service that meets or exceeds expectations

Issue Resolution & Case Management

• Take full ownership of customer inquiries from initial contact through resolution
• Diagnose customer issues and identify appropriate solutions
• Keep customers informed with regular updates throughout the support process
• Ensure timely resolution of support requests

Escalation & Collaboration

• Escalate complex technical issues to product specialists and development teams
• Create and manage support tickets for advanced troubleshooting
• Follow up on escalated issues until resolution is achieved
• Collaborate with internal teams to ensure a seamless customer experience

Knowledge Base & Support Resources

• Share relevant support articles and resources with customers
• Create and utilize support snippets for efficient customer communication
• Assist customers with instant setup and configuration guidance
• Contribute to support documentation improvements

Continuous Improvement

• Identify opportunities to improve support center articles and resources
• Report documentation gaps and update recommendations to team leads
• Provide customer feedback insights to internal teams
• Support ongoing enhancement of customer support processes

Requirements

Experience

• Previous experience in customer service, customer support, live chat support, or a related customer-facing role is advantageous
• Experience handling customer inquiries and problem resolution
• Experience working in remote or digital support environments is a plus

Skills & Competencies

• Excellent written and verbal communication skills
• Strong multitasking and time management abilities
• Logical thinking and problem-solving skills
• Ability to work efficiently under pressure
• Strong attention to detail
• Customer-centric mindset
• Ability to learn and adapt quickly
• Strong organizational skills
• Ability to work independently and collaboratively

Language Requirement

• Fluent English (written and spoken)

Personal Attributes

• Passion for delivering exceptional customer experiences
• Self-motivated and eager to learn
• Positive attitude and strong team spirit
• Proactive approach to problem-solving
• Commitment to continuous improvement
• Ability to remain calm and professional when handling customer concerns

Candidate Profile

You SHOULD Apply If

• You enjoy helping customers solve problems
• You communicate clearly and professionally
• You can manage multiple conversations and tasks simultaneously
• You thrive in customer-focused environments
• You enjoy learning new products and technologies
• You are proactive and take ownership of your work
• You can work independently in a remote setting
• You enjoy collaborating with cross-functional teams

You Should NOT Apply If

• You dislike customer-facing roles
• You struggle with multitasking in fast-paced environments
• You are uncomfortable communicating primarily through live chat
• You prefer highly repetitive work with minimal problem-solving
• You find it difficult to manage multiple priorities simultaneously
• You are not comfortable working evening shifts aligned with Vietnam time

Other Information

Additional Benefits / Highlights

• 100% remote work culture
• Work from anywhere
• Performance-based year-end bonus
• Wellness allowance for physical and mental wellbeing
• 20 days annual leave plus Vietnam public holidays
• Company-provided MacBook
• Regular team meetups and company events
• Monthly gatherings and year-end celebrations
• Ongoing learning and development opportunities
• Technical and professional workshops
• Access to online learning resources
• Generali healthcare coverage
• Annual health check-ups
• International work environment
• Opportunity to strengthen English communication skills
• Exposure to global ecommerce technology products