Customer Success Specialist

Location​

King Mongkut's University of Technology Thonburi (Bangmod Campus) and Hybrid Work (On-site & Work from Home)

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Overview​​

We build digital learning platforms that help universities create better learning experiences for educators and students.

At ETS, Customer Success is much more than customer support. As the Voice of Customer, you'll work closely with Product, UX/UI, Development, and Media & Marketing teams to transform customer insights into meaningful product improvements.

Every conversation, training session, Help Center article, and insight you create helps thousands of educators and students succeed.

 

We're looking for someone who enjoys understanding people, solving problems, learning new technologies, and using AI, data, and product thinking to create better learning experiences.

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Responsibilities​

1. Customer Success

• Guide customers to successfully adopt and use our platform.

• Resolve customer issues and coordinate with internal teams until completion.

• Build trusted relationships and represent the Voice of Customer.

2. Customer Education

• Plan and deliver customer education programs.

• Create learning resources and Help Center content.

• Design customer communications across multiple channels.

3. Product Collaboration

• Gather customer feedback and user requirements to support product development.

• Transform customer insights into actionable product improvements.

• Collaborate with Product, UX/UI, Development, and Media & Marketing teams.

4. Data & Insight

• Analyze customer behavior and product usage data.

• Identify trends, recurring issues, and opportunities to improve customer experience.

5. Technology & Operations

• Utilize digital tools to improve Customer Success operations.

• Leverage AI, automation, and technology to simplify workflows and improve team efficiency.

• Continuously explore new tools and technologies that enhance customer experience.

6. Continuous Improvement

• Improve customer workflows and internal processes.

• Contribute to customer journey optimization and continuous product improvement.

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​Qualifications​

• Demonstrates ETS Keystone Behaviors.

• Enjoys helping people succeed and building trusted customer relationships.

• Communicates clearly in both Thai and English.

• Thinks analytically and solves problems systematically.

• Is curious about users, products, and emerging technologies.

• Learns quickly and embraces AI, digital tools, and continuous learning.

• Takes ownership, adapts well to change, and works effectively in cross-functional teams.

• Demonstrates professionalism, emotional resilience, and sound judgment when handling challenging situations.

• Is passionate about improving products, processes, and customer experiences—not just resolving support tickets.

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Perks and Benefits​

• Career Growth: Learn Product Management, Customer Insight, AI, Product Analytics, and grow toward Customer Success Lead, Product Operations, or Product Management.

• Hybrid Working: Embrace flexibility with a hybrid work model.

• Flexible Hours: Tailor your schedule with your team for a balanced lifestyle.

• Challenging Environment: Thrive in an environment that fuels continuous growth.

• Open Communication: Engage in transparent and collaborative culture.

• Job Rotation Benefits: Expand your skills through diverse opportunities.

• Training and Development: Access resources for professional growth.

• Relax Zone/Kitchen: Unwind in comfortable break spaces.

• Annual Health Checkup: Prioritize well-being with regular checkups.

• Insurance Coverage: Stay protected with accident and health insurance.

• Team Party and Annual Trip: Celebrate successes and build camaraderie.

• KMUTT Facilities: Access the clinic, gym, library, and car parking.