Customer Support Consultant (English & Thai speaking)

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 Thailand 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.
• 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 Thai 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.