Customer Experience Executive (Cohort)

What we do
FASTSHIP is a Thailand's top-notch cross border logistics platform aggregating over 15 top door to door delivery service providers including UPS, FedEx, Aramex, USPS, ThailandPost etc. Our strategy is to expand the business range to compete with a rapidly growing e-commerce business in SEA through innovative, technology-driven and a broad range of total solutions in logistics and supply chain.

• Over 200 destinations in the services
• 25 unique logistics services offering
• 20 service points throughout Thailand

Job Summary
The Customer Experience Executive is responsible for nurturing newly active customers after their first transaction, ensuring they achieve early value and complete their second order within the expected timeframe. This role focuses on proactive engagement, experience validation, and personalized follow-ups to drive repeat usage, reduce early churn, and increase customer lifetime value (LTV).
Key Responsibilities
Early Lifecycle Engagement & Retention

• Proactively engage first-time customers through calls and emails to encourage completion of their second orders.
• Guide customers on next steps and best practices to maximize value from the service.
• Track customer progress and ensure timely follow-up within the defined activation window.

Customer Experience & Feedback Collection

• Conduct structured post-first-shipment interviews to understand customer experience, pain points, and expectations.
• Identify early signals of dissatisfaction, confusion, or drop-off risk.
• Document insights to improve onboarding flows, service experience, and communication.

Personalized Offers & Churn Prevention

• Design and present tailored second-order offers based on customer feedback and usage patterns.
• Identify at-risk customers who fail to return within the expected timeline and execute targeted re-engagement actions.
• Collaborate with internal teams to resolve issues and improve early-stage retention outcomes.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field.
• 1–3 years of experience in customer experience, customer success, onboarding, or retention roles.
• Strong communication and relationship-building skills with a consultative mindset.
• Comfortable conducting structured interviews and guiding customers through next steps.
• Data-aware and able to track customer behavior, timelines, and engagement outcomes.
• Experience in SaaS, logistics, e-commerce, or subscription-based services is a strong advantage.

Location: Pink Line MRT: Chaeng Watthana 14 station Exit on the Big C side and take a motorcycle taxi from there.
Map: https://maps.app.goo.gl/P9q1hb3SVyadWE8Y7

Benefits of working with us:

• TOEIC language allowance
• Performance bonuses
• Health insurance
• Company holidays
• Free parking
• Quarterly parties and career growth opportunities

If you have any questions or need further information, please add us on Line: @915bksen or click: https://lin.ee/RFgfQPF