Customer & Operation Success (Hybrid & Hanoi Based)

Introduction
Suzuverse DAO is building a global digital ecosystem where technology, community, and user experience come together. We are looking for a proactive and detail-oriented Customer Success & Operation to support our growing international user base and ensure smooth day-to-day operations across customer support, account coordination, and internal workflows.
In this role, you will be the bridge between users and the organization - helping users resolve issues, guiding them through our platform and services, coordinating with cross-functional teams, and continuously improving operational processes. The ideal candidate is customer-centric, highly organized, and comfortable working in a fast-paced, multicultural environment where adaptability and ownership are essential.
Job Description
1. Customer Service:
Solve customer inquiries via online ticketing system.
Professionally resolve customers' questions, submitted to our customer support channels.
Build and enhance knowledge base/help center via online platform.
Compile reports for major questions and key CS metrics tracking.
Operate withdrawal/deposit request.
Support with system monitoring, reconciling daily financial reports.
Train other members if needed.
2. Community Management:
Help customers to stay informed about the company's update through different social media channels.
Manage day to day outbound communications and track key metrics.
Maintain communication with moderators to drive our community.
Create and administer surveys & share results with operation teams.
Conduct market research to become the market expert of your region, and report for emerging trends and potential opportunities.
3. Localization and Testing:
Participate in testing platforms as a user and report localization errors and bugs.
Translate from English to your native language.
Test translations and new functionalities before an update is released.
4. Sales & Marketing System Operation
Support to create content writing & video for marketing/sale materials based on basic operation of supporting systems like Canva, Capcut, etc
Research new technology to integrate into current work and boost team productivity for example using AI tools for creating marketing contents or support operation flows.
Operate and monitor affiliate or sale management systems.
Monitor and Reports as a daily/weekly basis to the direct manager.
Remuneration Package:
Working hours: 9:00 - 17:00 (5 days per week); Breaking time: 12:00-13:00
Salary: Competitive with lucrative add-ons (based on skills and experience)
Friendly, open and fast-paced environment where every idea is welcomed.
Other benefits as per stated in Vietnamese Labor Law