Customer Support Consultant (English & Vietnamese speaking)

The Opportunity

Pinewood.AI is seeking a dedicated Customer Support Consultant to join our growing Support Team.

This role will focus on providing excellent remote customer support to our dealership clients across Vietnam and the broader region after initial implementation, ensuring a seamless and efficient user experience on the Pinewood.AI system.

What to Expect

• Deliver high-quality support to dealership customers via phone, email, and calls.
• Diagnose and resolve system issues in a timely, professional, and customer-centric manner.
• Log, monitor, and manage support tickets through to resolution, escalating when necessary.
• Maintain and continuously build Pinewood’s internal knowledge base to aid future support.
• Provide feedback to internal teams regarding recurring issues and system improvements.
• Assist and mentor new team members as expertise grows.
• Primarily remote role; occasional onsite customer support may be required but is rare.
• Work within a customer working time. Occasional weekend and bank holiday support on a rolling pattern.

You'll be an excellent communicator, capable of collaborating and building strong relationships with clients and colleagues across the business. Your problem-solving mindset and understanding of the automotive industry will be key to your success.

You will need:

• To be fluent in both Vietnamese and English for effective communication across regions.
• At least 1 year of experience in a customer support/helpdesk environment, ideally within SaaS, IT, or automotive sectors.
• Strong troubleshooting and diagnostic skills.
• Experience working in a dealership environment or with the Pinewood.AI system (formerly Pinewood DMS/Pinnacle) is a major plus.
• Strong time management and the ability to prioritize a dynamic workload.
• Attention to detail and a mindset geared towards continuous improvement.
• Level education or equivalent work experience; a degree in IT, Software, or Automotive-related fields is beneficial but not essential.
• A genuine interest in technology, automotive operations, and customer success.

You can expect full on-the-job training, a flexible work environment, and room to develop a long-term career with us.

• Full on-the-job training and continuous learning opportunities.
• Flexible remote working environment.
• Competitive salary and career progression potential.
• Work with leading automotive technology shaping the future of dealerships.

About Us

Our story began more than 20 years ago, but right from the start, it has been rooted in the specific needs of the automotive industry. As automotive professionals as well as technologists we wanted to build practical technology solutions that were designed around how automotive businesses work, recognizing what makes them different. Pinewood.AI is an unparalleled Automotive Intelligence Platform that enables automotive retail customers and OEMs to drive growth and profitability throughout every aspect of their business.

Pinewood’s cloud-based secure end-to-end ecosystem unlocks the value of every customer. Our vision is to be the full-service technology partner that helps automotive retailers and OEMs run more efficiently and increase revenue by making better commercial and business decisions, more easily.