Open to opportunities

Hanh User

@hanhuser

Customer Support & Success professional delivering exceptional SaaS experiences through KYC-ready multilingual client assistance.

Vietnam

Message

What I'm looking for

I’m looking for a role where I can support global customers end-to-end, combine multilingual empathy with structured documentation, and collaborate closely with Compliance/Risk/Tech teams to deliver consistently excellent experiences.

I’m a customer service professional with 5+ years of experience supporting global customers across SaaS, technology, and fintech environments. I’m passionate about building long-term client relationships and delivering exceptional customer experiences through clear communication, careful documentation, and fast, accurate resolution.

As a Customer Support Specialist at FETCH TECHNOLOGY, I support clients for Opheleo, a newly launched Forex & CFD trading platform. I assist Vietnamese and English-speaking customers, IBs, and Master IBs with account issues, deposits, withdrawals, rebate setup, and KYC verification—while also translating and proofreading user manuals and platform content from English to Vietnamese.

Previously with EMAPTA GLOBAL on the BINANCE project, I helped global users with account-related inquiries, identity verification (KYC), deposits, withdrawals, and platform navigation. I handled 40+ customer interactions daily while maintaining 96%+ customer satisfaction, and I coordinated with Compliance, Risk Control, and Technical teams to ensure timely issue resolution, escalating complex cases with clear customer updates.

I also bring a broader customer-impact mindset from earlier roles. At OTRAFY TECHNOLOGIES, I managed US-market customer onboarding and support for SaaS clients and created a Customer Onboarding Playbook to improve efficiency and service consistency; before that, I worked across support, training, and incident coordination—from Lyreco Group’s SaaS rollout enablement (DocuSign, CPQ Cloud, Power BI) to Tek Experts’ critical incident coordination for Microsoft enterprise solutions (Azure, Visual Studio, SQL Server, ASP.NET), and QA-focused support for Udemy at GEAR INC.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Fetch Technology

May 2026 - Present (2 months)

Provide Vietnamese and English customer support for a Forex & CFD trading platform, handling account issues, deposits/withdrawals, rebate setup, and KYC verification. Translate and proofread platform content and manuals, and coordinate with internal teams to resolve inquiries.

Customer Support Deposit & Withdrawal KYC Proofreading Client Communication

Customer Service Rep (Binance)

EMAPTA Global

Dec 2024 - Dec 2025 (1 year)

Assist global users with account-related inquiries and identity verification (KYC) for the Binance project. Handle deposits/withdrawals and escalations while coordinating with Compliance, Risk Control, and Technical teams to resolve issues.

Customer Service KYC Deposit & Withdrawal Platform Navigation Compliance Coordination Risk Control Escalation Handling

Customer Success Specialist (US)

OTRAFY Technologies

May 2021 - Oct 2021 (5 months)

Manage customer onboarding and provide product support for SaaS clients in the US market to ensure smooth adoption and implementation. Investigate customer issues, coordinate with Dev and QA teams, and track requests through resolution.

Customer Success Customer Onboarding Product Support SaaS Support

Group Sales Development Coordinator

Lyreco Group

Apr 2019 - Dec 2020 (1 year 8 months)

Support the rollout and adoption of DocuSign, CPQ Cloud, and Power BI across Lyreco subsidiaries. Serve as a DocuSign subject matter expert, create training materials, and co-host webinars to communicate change processes.

Sales Development Docusign Power BI Subject Matter Expertise Webinars Change Management

Customer Support Advocate

TEK Experts

Jun 2017 - Sep 2018 (1 year 3 months)

Act as primary incident coordinator for critical support cases involving Microsoft enterprise solutions, including Azure, Visual Studio, SQL Server, and ASP.NET. Investigate issues, assess business impact, prioritize incidents, coordinate with engineering teams, and maintain incident documentation and resolution updates.

Incident Coordination Azure Visual Studio SQL Server ASP.NET Technical Troubleshooting Business Impact Engineering Coordination

Customer Support Agent

Gear Inc

May 2015 - May 2017 (2 years)

Provide customer support and QA for Udemy users on the website and mobile app. Handle ticket-based support requests and report bugs and feature requests to the development team.

Customer Support & QA Udemy Website Support Mobile App Support Ticketing Bug Reporting Feature Requests

Education

Degrees, certifications, and relevant coursework

EMLV School of Business

Master of Science, International Business

2018 - 2020

Grade: 14.94/20

Activities and societies: Won “Conscious Business Simulation Team-based Game” competing among business schools in Paris.

Earned an MSc in International Business at EMLV School of Business (2018–2020) with a GPA of 14.94/20, and won the “Conscious Business Simulation Team-based Game” competition among Paris business schools.