1st Level Customer Support & Operations (Tech Startup)

HydroNeo is a fast-growing international startup revolutionizing the global aquaculture industry through smart farming technology. As the market leader in Thailand, we are transforming our Smart Farm Management System into the HydroNeo Aquaculture Super App — backed by strong Thai and international investors, BOI support, and an international team of 30+ people.

We are now looking for a 1st-Level Support & Operations Specialist (Thailand) who wants more than a simple 9-to-5 job. We want someone who truly takes ownership, builds strong relationships with farmers even over the phone, and communicates confidently in both easy and challenging situations. Someone who learns fast, applies what they learn, and gets things done.

This role combines customer support with hands-on operational tasks, including shipping, receiving, storage, and general office operations. Most support happens via calls, video calls, and tickets, but you will also have opportunities to travel within Thailand for on-site support, customer trainings, and to attend expos where you can meet customers in person.

• Serve as the first point of contact for Thai customers via phone, Line, video calls, chat, and our internal ticketing system
• Build strong, trust-based relationships with farmers and customers through reliable, friendly, and solution-focused communication
• Provide 1st-level troubleshooting and guide customers through installation, configuration, and usage issues
• Take full ownership of all cases — log them properly, follow up proactively, and ensure resolution
• Escalate more challenging technical problems to experts while maintaining clear communication with customers
• Document cases, findings, and recurring issues in our backend systems
• Deliver remote customer trainings and join technical calls when needed
• Occasionally travel for on-site support visits, farm trainings, and customer meetings
• Represent HydroNeo at selected expos and events to engage with customers face-to-face

• Support shipping and receiving, including preparing outgoing shipments and checking incoming stock
• Assist with inventory and storage management: proper labeling, organizing materials, and keeping accurate stock levels
• Prepare, package, and organize product sets for customers and partners
• Handle small logistics tasks such as arranging deliveries, supporting returns, and coordinating product replacements
• Maintain an organized and efficient storage area, workspace, and office environment
• Support any operational tasks needed to help the Thailand team succeed

• Strong sense of ownership - you take responsibility, solve problems, and don’t wait for instructions
• “Get-shit-done” mindset: proactive, reliable, hands-on, and solution-driven
• Experience in customer support, technical support, call centers, logistics, or operations is an advantage
• Ability to learn technical topics quickly and explain them clearly to customers
• Comfortable in both friendly and challenging customer conversations
• Able to build rapport and trust with customers even through phone and video calls
• Organized and detail-oriented, especially in logistics, shipping, and storage tasks
• Comfortable using ticket systems, CRM tools, and structured workflows
• Basic understanding of inventory handling, shipping, or warehouse routines is a plus
• Good Thai communication skills (spoken and written); English is a plus
• Willingness to occasionally travel within Thailand for support visits and events
• Motivated to grow in a fast-paced startup - and not looking for a typical 9-to-5 corporate job