{"id":2609326,"url":"https://alion.io/job/littlelives-customer-support-executive","title":"Customer Support Executive","company":{"id":175196,"name":"LittleLives","domain":"littlelives.com","url":"https://alion.io/company/littlelives","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Freshteam","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ho Chi Minh City, Vietnam"],"countries":["VN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-15T10:40:31Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-27T17:22:26Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"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.\nAbout the Position\nTitle:Customer Support Executive\nLocation:Hanoi or Ho Chi Minh\nDepartment:Customer Support (Pixies)\nReports to:Head of Support Operation\nWe are looking for a proactive and customer-focused Customer Support Executive to join our regional support team, Pixies.\nIn 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.\nYou 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.\nWhat You Will Be Doing\nCustomer Support & Communication\nProvide 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.\n\nAssist school administrators, teachers, finance staff, and parents with product enquiries, technical issues, and platform functionality.\n\nManage customer interactions and support tickets within the support platform, ensuring accurate documentation, prioritization, and timely follow-up.\n\nTake end-to-end ownership of customer enquiries, from initial contact through resolution.\n\nMeet established service level agreements (SLAs), quality standards, and customer satisfaction targets.\n\nDeliver a consistent and seamless customer experience across all support channels.\n\nTechnical Troubleshooting & Escalation\nInvestigate and troubleshoot software-related issues, identifying possible causes and solutions.\n\nGather relevant information, reproduce issues where possible, and document findings clearly.\n\nCollaborate with Product and Engineering teams to escalate complex technical issues and follow through on their resolution.\n\nKeep customers informed of progress and manage expectations throughout the resolution process.\n\nKnowledge Management & Continuous Improvement\nMaintain and contribute to customer-facing knowledge base articles and internal troubleshooting documentation.\n\nIdentify recurring issues and share insights with the team to improve product quality and support efficiency.\n\nStay updated on product features, changes, and internal support processes.\n\nContribute ideas to improve workflows, customer satisfaction, and overall support operations.\n\nWhat We Are Looking For\nGood written and spoken communication skills in Vietnamese and English.\n\nPrevious customer service experience is preferred, but motivated fresh graduates are welcome.\n\nComfortable communicating with customers through chat, email, and phone.\n\nGood problem-solving skills and willingness to learn new software.\n\nPatient, detail-oriented, and able to manage multiple tasks.\n\nResponsible, proactive, and willing to work collaboratively with the team.\n\nExperience in SaaS, technical support, or the education sector is a plus.\n\nWhat We Offer\nCompetitive Salary\n\n15 days of annual leave and 1 birthday leave per year\n\nSocial insurance and private VBI insurance\n\nYearly performance bonus\n\nFlexible working mode (hybrid/remote)\n\nWelfare benefit up to 400,000 VND/pax/month\n\nAnnual mid-year company retreat\n\nWork equipment with MacBook provided\n\nHiring Process\nHR Screening\n\nPractical Support Challenge\n\nInterview with Head of Customer Support and CPO\n\nLocation:\nHanoi Office: 04th Floor, 189 Nguyen Ngoc Nai, Phuong Liet Ward, Ha Noi\n\nHCM: Coworking Space, 222 Dien Bien Phu, Xuan Hoa Ward, 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