Customer Success Executive
DIBEE
Customer Success Executive
Customer Success | Junior to Mid-Level
LOCATION
Ho Chi Minh City
DEPARTMENT
Operations & Customer Success
EMPLOYMENT
Full-time
REPORTS TO
Head of Operations & Customer Success
About Dibee
Dibee is a digital fleet management and operations platform that helps businesses manage vehicles, drivers, transactions and operational workflows more effectively through technology.
Role Purpose
This role is suitable for Junior to Mid-level candidates who want to grow in Customer Success. You will work directly with the Head of Operations & Customer Success and the current Customer Service team to support customers, handle day-to-day situations and gradually build skills across systems, data and operations. You are not expected to know everything from day one. Dibee will provide guidance on the product, processes and tools; what matters most is curiosity, openness to feedback and accountability.
Key Responsibilities
- Customer Success & Customer Care
- Receive and resolve customer requests, questions and complaints through hotline, email and other support channels.
- Track issues through the agreed process and coordinate with your manager and relevant teams until there is a clear outcome.
- Proactively communicate progress and manage customer expectations.
- Build trusted relationships and promptly alert your manager when a customer appears dissatisfied.
- Remain calm and professional when handling demanding customers, uncooperative drivers or situations outside standard procedures.
- Product & Technical Support
- Guide customers on the Dibee platform and support new-customer onboarding.
- Collect information, describe issues clearly and support basic validation under guidance from your manager or Product/Engineering.
- Track open technical issues and ensure customers receive regular updates.
- Record recurring issues, consolidate relevant information and work directly with the Head of Operations & Customer Success or Product/Engineering to support resolution.
- Support UAT and new-feature testing with guidance when required.
- Data Validation & Reconciliation
- Help verify transactions, balances and operating data when customers request clarification.
- Assist with merchant receivables reconciliation and data comparison under guidance from your manager or an experienced team member.
- Identify, document and help verify data discrepancies or unusual records.
- Use Excel, Google Sheets or appropriate tools to validate, consolidate and analyze information.
- Process Improvement & Scalability
- Keep tickets complete and up to date, monitor assigned SLA timelines and contribute practical improvement ideas.
- Capture and summarize customer feedback, then discuss it directly with the Head of Operations & Customer Success to determine appropriate follow-up or improvement.
- Use AI and digital tools to improve work quality and productivity.
- Adapt quickly as Dibee expands its products, services and more complex operational use cases.
What We Are Looking For
Must-have Qualifications
- Suitable for candidates with approximately 2-4 years of experience.
- A customer-first mindset, clear communication and strong emotional intelligence.
- Composure under pressure, with the ability to listen, empathize and de-escalate difficult situations.
- High attention to detail, confidence with numbers and discipline in preventing omissions.
- Proactivity within the assigned scope, willingness to ask questions, timely escalation and consistent follow-through.
- Comfort with software systems, curiosity about technology and willingness to use AI. Coding is not required.
- Integrity, accountability, strong ownership, humility and openness to feedback.
- The judgment to balance customer, company, team and personal interests without prioritizing short-term personal gain over shared outcomes.
Preferred Qualifications
- Experience in Customer Success, Customer Service, Account Support or Operations is helpful but not required.
- Experience in SaaS, Fintech, Logistics, Fleet Management or transaction-heavy operations.
- Experience handling hotline support, complaints or high-pressure customer situations.
- Strong Excel or Google Sheets skills; exposure to reconciliation, receivables checks or operational-data validation.
- Ability to read and understand English-language documentation.
Benefits
- Full salary-based contributions to Social, Health and Unemployment Insurance (SHUI), subject to applicable statutory requirements and contribution caps.
- Competitive compensation package and additional health insurance coverage.
- 15 days of annual leave per year.
- Hybrid working arrangement: one work-from-home day every two weeks.
You Will Thrive Here If
- You prefer learning over protecting your ego.
- You are not intimidated by difficult customers and remain professional.
- You enjoy finding the cause of complex problems.
- You like working across people, data and systems.
- You want to grow further into Customer Success, Operations, Product or Leadership.
Ready to Join Us?
You do not need to know everything from day one. Dibee can train you on the product, systems, operating processes and technology. We are looking for integrity, accountability, curiosity, attention to data and genuine care for customers. Bring the right attitude, and we will build the rest together.
Skills: Customer Service, Call Center, Help Desk, Problem Solving, Customer Support, Customer Relationship Management, Communication Skills, Teamwork, Microsoft Office, Outbound Call