📍 Job Overview

Job Title: Customer Support Specialist (Thai & English)
Company: Coda
Location: Bangkok, Krung Thep Maha Nakhon, Thailand
Job Type: On-site, Permanent
Category: Customer Support
Date Posted: 2025-06-11
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Serve as the front-line hero for both B2B and B2C clients, delivering top-notch customer experiences 24/7.
Embrace a customer-centric mindset, embodying Coda's core value of customer focus in daily tasks.
Collaborate with mobile operators, merchants, and other partners to resolve customer issues promptly.
Assist in marketing activities and conduct transaction tests to ensure smooth payment channels.

📝 Enhancement Note: This role focuses on customer support, requiring strong communication skills, problem-solving abilities, and a customer-centric mindset. It offers an opportunity to work with diverse teams and make a significant impact on customer experiences.

💻 Primary Responsibilities

Customer Communication: Respond to customer inquiries via SMS, email, Facebook, CRM, and other channels, ensuring a great customer experience.
Issue Resolution: Liaise with partners to identify and resolve customer issues, aiming for quick and efficient problem-solving.
Marketing Support: Collaborate with the marketing team on various activities to promote Coda's services and products.
Payment Channel Testing: Conduct transaction tests to identify and address potential issues in payment channels.

📝 Enhancement Note: This role requires strong multitasking skills, as customer support specialists must handle multiple channels and issues simultaneously. Prioritization and time management are crucial for success in this position.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in a customer-focused field.

Experience: At least 2 years of experience in a digital or online customer-focused support role.

Required Skills:

Excellent communication skills in Thai and English
Strong problem-solving skills
Time management skills
Positive attitude and flexibility
Ability to work with rotating shifts

Preferred Skills:

Experience with CRM systems
Knowledge of the gaming industry
Familiarity with payment processing systems

📝 Enhancement Note: While not explicitly stated, having experience with customer support tools and a basic understanding of the gaming industry could be beneficial for this role. Familiarity with payment processing systems would also be an asset.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Not specified. Based on market research, the average salary for a Customer Support Specialist in Bangkok, Thailand ranges from 25,000 THB to 40,000 THB per month.

Benefits:

Wellness Boost: Resources for physical and mental well-being
Customized Benefits: Flexible benefits plan tailored to individual needs
Growth Opportunities: Clear progression paths for professional development
Skill Development: Access to training resources for personal and professional growth
Volunteer Time Off: Paid time off for volunteering activities
Family Support: Paid Family Care Leave and flexible benefits catering to family needs

Working Hours: 40 hours per week, with rotating shifts to cover 24/7 customer support.

📝 Enhancement Note: The salary range provided is an estimate based on market research. Actual salary may vary depending on the candidate's experience and skills. Coda offers a comprehensive benefits package to support the well-being and growth of its employees.

🎯 Team & Company Context

Company Culture: Coda delivers commerce solutions that accelerate global growth for its partners. With over a decade of experience, it is trusted by 300+ publishers to grow their revenue and audiences worldwide. Coda's suite of solutions includes Custom Commerce, Codapay, Codashop, and Distribution. The company has been recognized as an industry leader, appearing on various lists such as APAC High Growth Company, NextGenTech 30, and Fintech Innovation Asia.

Team Structure: The Customer Support team works closely with various departments, including mobile operators, merchants, and marketing teams. They are responsible for ensuring customers have a great experience using Coda's services.

Development Methodology: Not specified for this role. However, Coda's overall development methodology likely involves Agile or Scrum methodologies, as it is a fast-paced, challenging, and highly collaborative environment.

Company Website: coda.co

📝 Enhancement Note: Coda's customer support team plays a crucial role in maintaining the company's reputation and driving customer satisfaction. They work closely with various teams to ensure that customers have a seamless and enjoyable experience using Coda's services.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position in the customer support career path. It offers an opportunity to develop strong communication, problem-solving, and customer service skills.

Reporting Structure: Customer Support Specialists typically report to a Team Lead or Manager within the Customer Support department.

Technical Impact: This role directly impacts customer satisfaction and loyalty. By resolving customer issues promptly and efficiently, Customer Support Specialists contribute to Coda's overall success and growth.

Growth Opportunities:

Promotion to Team Lead/Manager: With experience and demonstrated leadership skills, Customer Support Specialists can advance to management roles, overseeing a team of support specialists.
Transition to Related Roles: As Customer Support Specialists gain experience and develop their skills, they may transition to related roles, such as Quality Assurance, Product Support, or even move into other departments like Marketing or Sales.

📝 Enhancement Note: Coda offers clear progression paths for its employees, with opportunities for growth and development within the customer support team and across other departments. This role provides an excellent starting point for a career in customer support or related fields.

🌐 Work Environment

Office Type: Coda's headquarters in Singapore features an open, collaborative workspace designed to foster innovation and teamwork. The Bangkok office is expected to have a similar environment.

Office Location(s): Coda's main office is located in Singapore, with additional offices in Bangkok, Thailand, and other countries. The specific location for this role is in Bangkok.

Workspace Context:

Collaborative Environment: Customer Support Specialists work in an open, collaborative environment, fostering teamwork and knowledge sharing.
Modern Workspace: Coda's offices are equipped with modern tools and resources to support employee productivity and comfort.
Multicultural Team: Coda's team consists of individuals from diverse backgrounds, promoting a multicultural and inclusive work environment.

Work Schedule: Customer Support Specialists work rotating shifts to provide 24/7 customer support, ensuring that customers can always reach a support specialist when they need assistance.

📝 Enhancement Note: Coda's work environment encourages collaboration and teamwork, with a focus on providing exceptional customer support. The multicultural team fosters a diverse and inclusive atmosphere, where employees can learn from one another and grow both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role.
Role-Play Scenario: A practical exercise simulating customer interactions to evaluate problem-solving skills and customer service approach.
Final Interview: A discussion with the hiring manager or team lead to assess fit, answer questions, and make a final decision.

Portfolio Review Tips: N/A for this role.

Technical Challenge Preparation: N/A for this role.

ATS Keywords: Customer Support, Communication Skills, Problem Solving, Time Management, Thai Language, English Language, Flexibility, Positive Attitude, CRM, Gaming Industry, Payment Processing Systems

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to demonstrate their customer service skills and adaptability in a fast-paced, dynamic environment.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer needs and strive to exceed their expectations in every interaction.
Problem Solving: Approach customer issues with a proactive and solution-oriented mindset.
Collaboration: Work closely with internal teams and external partners to resolve customer issues efficiently.
Adaptability: Embrace change and adapt to new situations quickly, as customer support roles can be unpredictable.

Collaboration Style:

Cross-Functional Integration: Collaborate with various internal teams, such as marketing, sales, and product, to address customer concerns and improve Coda's services.
Peer Support: Share knowledge and best practices with fellow customer support specialists to enhance overall team performance.
Continuous Learning: Stay updated on Coda's products, services, and industry trends to provide accurate and helpful information to customers.

📝 Enhancement Note: Coda's customer support team embodies a customer-centric mindset, prioritizing customer needs and working collaboratively to resolve issues efficiently. They value adaptability, continuous learning, and strong communication skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Customer Support Specialists must handle a large number of customer inquiries daily, requiring strong multitasking and time management skills.
Diverse Customer Base: Coda serves a wide range of customers, from individual gamers to large-scale publishers. Customer Support Specialists must be able to adapt their communication style and approach to suit different customers.
Escalated Issues: Occasionally, customer issues may require escalation to higher-level support or other departments. Customer Support Specialists must know when and how to escalate issues effectively.

Learning & Development Opportunities:

Product Training: Familiarize yourself with Coda's products, services, and industry trends to provide accurate and helpful information to customers.
Soft Skills Development: Improve your communication, problem-solving, and time management skills through on-the-job training and workshops.
Career Progression: As you gain experience and develop your skills, explore opportunities for advancement within the customer support team or related departments.

📝 Enhancement Note: Customer Support Specialists face various challenges, including handling a high volume of inquiries, adapting to diverse customers, and escalating complex issues. However, these challenges also present opportunities for growth and development, as customer support roles offer a wealth of learning experiences and career progression paths.

💡 Interview Preparation

Technical Questions:

Customer Scenario: Be prepared to discuss how you would handle a challenging customer scenario, demonstrating your problem-solving skills and customer service approach.
Industry Knowledge: Brush up on your knowledge of the gaming industry and Coda's products and services to showcase your familiarity with the company and its offerings.

Company & Culture Questions:

Customer Focus: Explain how you embody Coda's customer-centric values and provide examples of your commitment to exceptional customer service.
Teamwork: Describe your experience working in a collaborative, cross-functional team environment and how you contribute to a positive team culture.
Adaptability: Share an example of a time when you had to adapt quickly to a new situation or change, demonstrating your ability to thrive in a dynamic environment.

Portfolio Presentation Strategy: N/A for this role.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their customer service approach, industry knowledge, and adaptability in a dynamic environment.

📌 Application Steps

To apply for this Customer Support Specialist (Thai & English) position at Coda:

Submit your application through the application link provided.
Customize your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for customer support.
Prepare for the phone/video screen and role-play scenario by practicing your communication skills and customer service approach.
Research Coda's products, services, and company culture to demonstrate your familiarity with the company and its offerings during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer service skills.
Include customer support methodologies, customer relationship management (CRM) tools, and customer service best practices.
Address customer support team dynamics, cross-functional collaboration with internal teams, and customer-centric values.
Focus on customer support career progression, leadership opportunities, and continuous learning in customer support roles.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and relevant keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, CRM platforms, and customer service technologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support interviews, role-play scenarios, and portfolio presentations.
Include customer support-specific interview preparation and customer service challenge guidance.
Emphasize customer-centric values, problem-solving methods, and performance optimization techniques.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Portfolio Emphasis:

Emphasize customer service best practices, communication skills, and problem-solving methods.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer support-specific interview preparation, role-play scenarios, and customer service challenge guidance.
Focus on customer service presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support or customer service.

Customer Support Specialist (Thai & English)