Customer Success Support Agent

Location: Remote - Vietnam 

About Worldly

Worldly is the world’s most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Worldly is trusted by 40,000 global brands, retailers, and manufacturers to provide the single source of ESG intelligence they need to accelerate business and industry transformation. 

Through strategic and meaningful customer relationships, Worldly provides key insights into supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, we enable that systemic shift. 

Backed by a dedicated global team of individuals aligned by values, Worldly proudly operates as a public benefit corporation with backing from mission-aligned investors. Want to learn more? Read our story.

About The Role

We are seeking an experienced and highly skilled customer support professional to join our team in China as a Customer Support Agent. In this crucial role, you will be the primary point of contact, providing exceptional support and resolving complex inquiries through our Support platform.

The Support Agent ensures that all customer inquiries are appropriately categorized, tagged, and resolved according to standard operating procedures (SOPs). When necessary, they escalate tickets to higher support tiers. The Support Agent plays a crucial role in reproducing technical issues for further investigation by the Technical Team Lead and assists in creating Knowledge Articles based on common support requests.

The Support Agent will report to the Customer Support Manager and will work with other members of the Support team. The ideal candidate has prior experience in a SaaS company and a strong command of English and Chinese for both written and spoken communication.

What You'll Do

• Respond promptly to inquiries from users on the ticket management system, ensuring accurate, clear, and professional communication.

• Troubleshoot and resolve complex technical issues related to our products and services following comprehensive procedures.

• Maintain comprehensive and up-to-date knowledge of our full product/service offerings to deliver expert-level support.

• Manage escalations through the support platforms, coordinating with cross-functional teams to resolve intricate matters.

• Educate users and facilitate web-based live Q&A sessions.

• Mentor and provide guidance to junior support staff on best practices.

We'd Like to See

• Understanding of sustainability principles and their application in manufacturing environments.

• Minimum 3 years of experience in customer support, preferably in a factory/manufacturing setting.

• Ability to remain composed while multitasking in a fast-paced environment.

• Commitment to delivering best-in-class service, driving sustainability initiatives, and maintaining positivity.

It Helps If You Have

• Have a passion for sustainability impact and SaaS.

• Experience with a ticket management system (Zendesk is a plus).

• Experience with online collaboration tools such as Zoom, Slack, and Asana.

• 3+ years of technical SaaS environment product support experience.

• Bachelor's degree or higher.

• Knowledge of retail supply chains, manufacturing, and factories.

What We Can Offer You

• Comprehensive benefits offerings. 90% employee premium covered by Worldly.

• Company-sponsored 401k with up to 4% match.

• Incentive Stock Options

• 100% Parental Paid Leave

• Unlimited PTO 

• Paid company holidays

Life at Worldly

Our team is motivated to transform the way products are made. By helping our customers succeed in a new era of sustainable production, we are able to build technology that makes a difference on a planetary level. 

Our team represents over 15 countries, and brings unique experiences from technology to farming to the table. Surround yourself with kind, enthusiastic, and dedicated people who put collaboration and growth at the center of our shared goals. 

Benefits and Perks

• Earn a competitive salary and performance-based bonuses. Get healthcare, retirement matching, and equity for US employees.

• Use the office stipend to get the supplies you need. Combat zoom fatigue with no-meeting Fridays.

• Flexible time off. Take the time you need to recharge. Our culture encourages team members to explore and rest to be their best selves.

• We're remote, not lonely. Join the culture committee, coffee chats, or a variety of other interest groups.

Equity Statement

We believe it’s essential to reflect the diversity of those we strive to serve. True innovation happens when everyone has room at the table, including the tools, resources, and opportunity to excel. We’re dedicated to building a culturally and experientially diverse team that leads and works with empathy and respect.  

Compensation Overview

$15,600 - $20,000 USD

* Compensation figures are listed in USD. These numbers will be translated into the applicants' local currency for non-US hires. 

*Final compensation details will be determined based on a wide variety of factors, including experience and location. These factors will be evaluated and considered by Worldly throughout the entirety of this process.