# CS AND FULFILLMENT SUPPORT TRAINEE (FULL-TIME)
PATI Group — a DTC e-commerce company that operates its own brands and sells direct into the US/EU market. After a customer places an order, someone has to keep that customer and protect revenue: answer every support email, handle subscriptions, fix delivery problems, and stop a dispute before it becomes a chargeback. That is this seat.
This is a trainee seat, and we designed it so you learn for real and work for real from day one — not sit and watch someone else. You do not need experience; what we need is someone who reads carefully, wants to learn, and is ready to hold the work. In return, you hold real tickets, you get structured training, and you have a clear path to a permanent seat.
Three things that define how we work:
- Lifelong learning. If you believe in lifelong learning, PATI is a fit. What we look for: you have paid for a professional course yourself, or taught yourself through YouTube, X, and social media, or read professional books regularly. Learning fast is a real advantage here.
- AI First. AI helps you work faster, but the first core capability at PATI is still thinking. AI amplifies your capability; it does not take over the responsibility of thinking. A fit: you like finding ways to put AI in so the work gets better, and you redo it when you can see it is not yet at standard. Not a fit: depending on AI, copying an answer to a colleague when you do not understand it yourself, or talking more than you ship.
- High performance. If it bothers you when your work is below standard, you keep time, you improve how you work, and you measure your own performance, PATI is a fit. Here decisions rest on results and data, not on feeling. We judge by measurable results, not by hours in a chair — that is why pay is reviewed 4 times a year.
You hold the path after the customer places an order: every support email, every subscription, every bad delivery passes through your hands — classify priority correctly, reply on time, and do not lose a customer to slow or wrong handling. The first question when a hard case lands is never "can we do this," it is "how do we solve it." Every customer problem has a path — your job is to find it.
## I. Job description
- Receive escalation alerts from Lark, read the context, and classify by category (dispute → cancel/refund → wrong address/misdelivery → subscription…).
- Audit emails drafted by AI Macro: check they match policy and the customer's real issue, edit if needed, then send; confirm the send succeeded and did not bounce.
- Operate subscriptions on Recharge: pause, skip, reschedule, change frequency for valid requests; verify the status matches the email you sent.
- For cancel/refund cases: read carefully to understand what the customer is actually stuck on, propose a path based on policy (when needed), then submit to the CS & Fulfillment Manager for approval when the case needs dispute/refund handling. After the Manager executes, verify on Recharge/Shopify and send the closing email to the customer.
- Escalate any case with suspected Dispute risk to the Manager as soon as you see the risk.
- Run daily fulfillment ops: check order status, catch stuck or failed deliveries early, work directly with the 3PL to fix them and update the customer; escalate to the Manager only when the case exceeds your authority.
- Summarize repeating customer emails / issues weekly and propose root-cause fixes.
- QA/QC the internal backend app: use it every day, catch bugs, and write feedback immediately; you may join the team building the app.
## Skills / Expertise
- This is a trainee seat — you do not need experience; we train you. What matters is that you are careful, you read thoroughly, and you follow process.
- Strong English reading and clear, polite English writing — you will read and reply to US/EU customer email every day.
- Comfortable on a computer and fast at learning new tools. Lark, Recharge, Shopify, and the P&L app are taught from the start.
- Classification thinking: look at a situation and know which priority group it belongs to and who owns it (you will build this skill on the job).
## Nice to have
- Prior work in CS, customer care, order ops, or e-commerce.
- Experience with Shopify, Recharge, or subscription/helpdesk tools.
- You use AI (Claude/ChatGPT, Grok) to work through problems.
- Familiarity with the US/EU market.
## Attitude / Values
- Careful and detailed: one wrong address, one mistaken refund click, and real money is gone.
- On time against SLA: priority cases are measured in hours, not days. 100% of customer cases must be handled the same day.
- Honest about your work: if there is a problem, raise it immediately so the team can find a path together.
- Proactive in solving the customer's problem within policy; know when to submit to the Manager for approval (dispute/refund); do not decide beyond your authority.
## III. Benefits
- Learn and work for real: hold real work from day one, with structured training and coaching on the job — not only watching or "learning the ropes."
- Stipend: 2 – 4 million VND/month by Trainee rank. Exact amount is discussed in the interview.
- Stipend review 4 times a year — twice as fast as the market.
- All paid AI and tool accounts are provided — you do not use the free tier or pay out of pocket.
- Chance to join building the internal backend app with the team — learn how an ops product is made.
- Clear growth path: Trainee → permanent CS & Fulfillment, with room to go further once you are solid in the craft.
## Working hours
Monday – Friday: 8:30 – 17:30. Saturday: 8:00 – 12:30. On-site.
Location: Midtown M7 Signature, Đường số 15, P. Tân Mỹ, TP.HCM.
## Apply
[Apply here](https://paticreativeagency.sg.larksuite.com/share/base/form/shrlgh3VsR0K7iEhHGAZL7E9jbf)