8mo ago

Customer Experience Executive (Cohort)

TH·Bangkokmid

Customer SupportCustomer SuccessCustomer Experience

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Quick Summary

Overview

What we doFASTSHIP is a Thailand's top-notch cross border logistics platform aggregating over 15 top door to door delivery service providers including UPS, FedEx, Aramex, USPS, ThailandPost etc.

Requirements Summary

Bachelor’s degree in Business, Communications, Marketing, or a related field. 1–3 years of experience in customer experience, customer success, onboarding, or retention roles.

Technical Tools

customer-successecommercesaas

Responsibilities

~1 min read

→Proactively engage first-time customers through calls and emails to encourage completion of their second orders.
→Guide customers on next steps and best practices to maximize value from the service.
→Track customer progress and ensure timely follow-up within the defined activation window.

Conduct structured post-first-shipment interviews to understand customer experience, pain points, and expectations.
Identify early signals of dissatisfaction, confusion, or drop-off risk.
Document insights to improve onboarding flows, service experience, and communication.

Design and present tailored second-order offers based on customer feedback and usage patterns.
Identify at-risk customers who fail to return within the expected timeline and execute targeted re-engagement actions.
Collaborate with internal teams to resolve issues and improve early-stage retention outcomes.

Requirements

~1 min read

Bachelor’s degree in Business, Communications, Marketing, or a related field.
1–3 years of experience in customer experience, customer success, onboarding, or retention roles.
Strong communication and relationship-building skills with a consultative mindset.
Comfortable conducting structured interviews and guiding customers through next steps.
Data-aware and able to track customer behavior, timelines, and engagement outcomes.
Experience in SaaS, logistics, e-commerce, or subscription-based services is a strong advantage.