Customer Support
About Bloomentum
Bloomentum is a fast growing brand group building global direct to consumer businesses across apparel, beauty, lifestyle and family categories. We are committed to product excellence, customer centricity and scalable operations. Bloomentum is a place where young Vietnamese talents come together, united by the 3S mindset: Smart in thinking, Simple in approach, and Scalable by design. We dream boldly, execute with discipline, and build global brands with clarity, intention and long term vision.
The role
As we scale our brands and customer base, we're looking for a Customer Support Specialist to help us deliver a great customer exeperience across our US and international markets.
You'll be the first point of contact for our customers - handling questions, solving problems, and making sure every interaction reflects the quality of our brands. Beyond resolving tickets, you'll also help us identify recurring customer pain points and turn feedback into actionable insights for the wider business.
What you'll do:
- Respond to customer inquiries across email, chat, and other support channels, primarily from customers in the global.
- Handle questions and issues related to orders, products, shipping, returns, refunds, promotions, and payments.
- Resolve customer issues with empathy, sound judgment, and a strong sense of ownership.
- Provide clear, accurate, and timely responses while staying aligned with our brand voice and customer service standards.
- Follow up on open cases and escalate complex or sensitive issues when needed.
- Work with E-commerce, Marketing, Fulfillment, and other teams to resolve order and product-related issues.
- Keep customer records, conversations, complaints, and resolutions up to date in our systems.
- Identify recurring customer questions, complaints, and pain points — and share those insights with relevant teams.
- Help improve customer service processes, FAQs, internal workflows, and service standards as the business grows.
- Monitor and deliver against key Customer Service KPIs, including response time, resolution time, and customer satisfaction.
- Take part in regular quality reviews and feedback sessions to continuously improve your performance and customer experience.
Requirements Must-Have:
- Bachelor's degree
- Strong written and verbal communication skills in English (IELTS 6.5+ or equivalent).
- 1–3 years of experience in Customer Service, preferably in e-commerce, DTC, or a fast-paced startup environment.
- Strong interpersonal skills with the ability to build and maintain positive relationships with customers.
- Excellent problem-solving skills, with the ability to handle difficult situations and find practical solutions.
- Customer-focused, detail-oriented, and highly organized, with strong analytical and critical-thinking skills.
- Experience with Customer Relationship Management (CRM) tools and processes is a plus.
- Comfortable working in a fast-paced environment and managing multiple priorities under pressure.
- Open-minded, adaptable, and willing to learn and improve continuously.
What we're excited to offer you:
- Gross salary: 13–18M VND/month, depending on skills and experience
- Fast-paced, hands-on working environment with opportunities to take ownership and become a key member of the team.
- Performance and salary review after 6 months.
- Clear career progression with opportunities for professional and management development.
- 12 days of annual leave per year.
- 13th-month salary, Tet bonus, outstanding employee bonus, project-based bonuses, and other performance incentives.
- Up to 2 months’ probation at 85% salary, with the possibility of completing probation earlier based on performance.
- Full participation in statutory Social Insurance, Health Insurance, and Unemployment Insurance in accordance with Vietnamese regulations.
- Opportunities for professional training and management development to continuously enhance your capabilities.
Team Management
Reports to: CEO.
Career Path
Fast-track growth into Senior Customer Support or Customer Support Lead/Manager roles based on results and impact.
Working Location
On-site,
Hong Kong Tower, 243A De La Thanh Str, Hanoi
Working Hours
Monday - Friday: 9:00 AM to 18:00 PM or 10:00 AM to 19:00 PM
Employment Type
Full-time, On-site.