About the Role

We are looking for a customer-focused and service-minded Customer Support Executive to join the oneD team. You will serve as the frontline representative of oneD, helping users across Mobile, Web, and Smart TV platforms by resolving issues, answering inquiries, and ensuring a positive customer experience.

Your primary focus will be supporting customers across AVOD, SVOD, subscriptions, content playback, account management, payments, and platform services—but you’ll also play a key role in identifying customer pain points, escalating platform issues, and providing valuable feedback that helps improve products, services, and overall user experience.

Key Responsibilities

🎧 Customer Support & Issue Resolution

  • Respond to customer inquiries through email, chat, phone, social media, app reviews, and other support channels in a timely and professional manner.
  • Investigate, troubleshoot, and resolve customer issues related to accounts, subscriptions, payments, content access, playback, devices, and platform functionality.
  • Escalate complex or technical issues to Product, Engineering, Content, Operations, or other relevant teams and follow up until resolution.
  • Provide accurate information regarding products, services, subscriptions, promotions, and platform features.
  • Ensure customer issues are handled according to established service standards and SLAs.

📱 Platform & Subscription Support

  • Support customers across Mobile, Web, Smart TV, and connected device platforms.
  • Assist users with account registration, login issues, subscription management, billing inquiries, and payment-related concerns.
  • Support AVOD and SVOD customers with content access, entitlement, playback, and viewing experience issues.
  • Help identify recurring platform, content, or subscription-related issues and report them to relevant stakeholders.

📊 Customer Feedback & Insights

  • Maintain accurate records of customer interactions, issues, resolutions, and follow-up actions.
  • Monitor customer feedback, ratings, reviews, and complaints across support channels.
  • Identify recurring customer issues, trends, and improvement opportunities.
  • Provide customer insights and feedback to Product, Engineering, Content, Marketing, and Operations teams.

📚 Knowledge Management & Service Excellence

  • Assist in creating and maintaining support documentation, FAQs, troubleshooting guides, and knowledge base articles.
  • Support customer communication during service incidents, outages, and major platform releases.
  • Contribute to process improvements that enhance customer satisfaction and operational efficiency.
  • Meet service level agreements (SLAs), operational targets, and customer satisfaction goals.

🤝 Cross-Team Collaboration

  • Work closely with Product, Engineering, Content, Operations, and Business teams to ensure customer issues are resolved effectively.
  • Participate in customer case reviews and provide insights into user pain points and platform improvement opportunities.
  • Act as the voice of the customer by sharing feedback that helps improve products, services, and user experience.

Qualifications

Must-Have

  • Bachelor’s degree in any field.
  • Fresh graduates are welcome to apply.
  • 0–2 years of experience in Customer Service, Customer Support, Call Center, Customer Experience, or related roles.
  • Strong customer service mindset and problem-solving skills.
  • Good communication skills in Thai and basic English.
  • Basic computer literacy and familiarity with mobile applications and digital platforms.
  • Ability to work effectively in a fast-paced environment.
  • Strong attention to detail and ability to manage multiple customer requests.
  • Thai nationality only.

Nice-to-Have

  • Experience supporting digital products, mobile applications, streaming platforms, or subscription services.
  • Familiarity with CRM, ticketing, or customer support systems.
  • Experience handling customer support through social media channels.
  • Knowledge of OTT, streaming, media, entertainment, or consumer digital products.
  • Experience working with customer satisfaction metrics, SLAs, or service quality programs.