Senior Customer Service Specialist

Trusting Social is an AI Fintech company that has assessed over 1 billion consumers across 4 countries — Vietnam, Indonesia, India, and the Philippines — combining pioneering AI with large alternative data sources to deliver financial access at unprecedented scale. In Vietnam, we operate one of the fastest-growing credit card and consumer loan platforms in partnership with leading banks, with a strict and unwavering commitment to consumer data privacy and rights.

Customer Service is not a cost centre at Trusting Social. It is a product function: every interaction generates intelligence about what is working, what is broken, and where we can improve — for our customers, our bank partners, and the platform itself.

How you'll make an impact

As a Senior Customer Service Specialist — Credit Card Business, you own the full resolution lifecycle for customer issues across all support channels: phone, email, chat, and social media. You resolve what matters, prevent what you can from recurring, and mentor the junior CS team around you.

This is a Senior role in a CS team that is actively transitioning from reactive support to AI-augmented, proactive service. Within your first year, you will go from being a skilled user of AI support tools (AIF-1) to actively contributing to how those tools are configured and improved (AIF-2). That trajectory is built into the role — it is not optional.

What You'll Do

1. Multi-Channel Customer Resolution

• Own the full resolution lifecycle for customer issues arriving via phone, email, chat, and social media — from first contact through to confirmed resolution.
• Handle complex, sensitive, and escalated cases that require contextual judgment: disputed transactions, activation failures, credit limit queries, and compliance-sensitive complaints.
• Apply active listening and structured problem-solving to understand the root cause of each issue — not just the surface symptom — before deciding on a resolution path.
• Maintain a deep and current knowledge of all active credit card products, fee structures, partner bank policies, and platform workflows to provide accurate, consistent responses.
• Manage follow-up commitments: if you promise a resolution by a specific time, you deliver it or you proactively update the customer.

2. AI-Augmented Support Operations

• Use AI-assisted ticket triage tools to categorise and prioritise incoming requests — escalating accurately and resolving at first contact wherever possible.
• Leverage AI auto-draft response tools to accelerate written support: review, edit, and send AI-generated responses when they are accurate; override and correct when they are not.
• Track your AI tool usage and outcomes: flag when auto-responses are wrong, when triage misclassifies tickets, or when a new issue type appears that the AI has not seen before.
• Contribute structured feedback to the Ops team on AI tool performance — you are the primary signal source for improving these tools over time.
• Within 12 months: participate in configuring response templates, triage rules, and escalation logic — moving from AIF-1 User to AIF-2 Builder in practice.

3. CX Trend Analysis & Issue Prevention

• Compile and analyse weekly CX reports: categorise ticket volumes by issue type, identify trends, and flag emerging problems before they become systemic.
• Coordinate with Product, Operations, and Partnership teams to share structured customer feedback that drives real improvements — not just a list of complaints.
• Track the recurrence rate of resolved issues: if the same problem keeps coming back, the resolution was incomplete or the root cause is upstream — escalate accordingly.

4. Monthly Operations Coordination

• Support the Customer Service Lead in preparing monthly performance reviews, team dashboards, and reporting to partner banks on CS quality metrics.
• Flag operational risks proactively: if a scheduling gap, a SLA breach, or a training gap is going to create a problem, raise it before it happens.

What We're Looking For

Must-Have

• 3+ years of customer service experience in a structured, multi-channel support environment — not just a call centre, but a team with SOPs, KPIs, and quality review.
• At least 1 year in fintech, banking, consumer finance, or a similarly regulated product environment — you understand what 'compliance' means in a customer interaction.
• Excellent written and spoken Vietnamese: empathetic, precise, and professional across all support channels.
• Active listening and structured problem-solving: you understand the issue before you resolve it, and you resolve it completely, not just satisfactorily.
• Basic data literacy: you can read a ticket volume report, spot a trend, and form a coherent hypothesis about what is driving it.
• CRM discipline: consistent, accurate ticket documentation — this is the foundation that CX analytics and partner reporting are built on.
• Compliance mindset: you never tell a customer something you are not certain is accurate, and you know when to escalate rather than guess.

Strong Advantage (Nice-to-Have — not a filter)

• Experience supporting credit card or consumer loan products specifically: disputes, payment queries, credit limit adjustments, activation failures.
• Experience using AI-assisted support tools: ticket triage automation, AI-generated draft responses, or conversation intelligence platforms.
• Familiarity with multi-bank or multi-product CS environments — adapting tone and resolution approach to different brand guidelines.
• Basic English reading ability for product documentation and internal reports.
• Ability to start immediately.

We'll Train You On — you don't need these on day one

• Trusting Social's full credit card product portfolio, partner bank configurations, and platform-specific workflows.
• AI triage and auto-draft tools — including how to configure templates and escalation logic as you progress to AIF-2.
• Specific SBV consumer finance regulations and our internal compliance framework for customer interactions.
• Monthly ops coordination processes: scheduling, KPI tracking, and partner reporting formats.

What We Offer

Join our team and enjoy:

• Competitive compensation package and performance bonuses
• Onsite lunch with multiple options, including vegetarian
• Parking allowance
• Fun and engaging team-building activities, sponsored sports clubs, and happy hour every Thursday
• Unlimited free coffee, tea, snacks, and fruit to keep you energized
• Convenient central District 1 office location, next to the metro station

At Trusting Social, we deeply espouse the values of ownership, integrity, and agility in execution. We believe in doing what is right, what is best, and what is innovative. If you share our values and beliefs, we invite you to join us on our journey to deliver financial access at an unprecedented scale.

About us

Trusting Social, an AI Fintech pioneer, assessed 1bn consumers across 4 countries, revolutionizing credit access. Our unwavering commitment to consumer data rights drives our journey to provide 100 million credit lines in emerging markets. With AI & Big Data, we aim to deliver unprecedented financial access. As audacious problem solvers, we champion ownership, integrity, and innovation. Join us if you're driven to impact society, embracing advanced technology to make a difference. We offer a platform for exploration and impactful contributions. If you're ready to innovate and drive change, come be a part of our team.

For more information about us please visit our website

https://trustingsocial.com