Omni Themes is a leading provider of e-commerce solutions, dedicated to delivering high-quality Shopify Themes. Maximize Theme is one of our flagship Shopify products, and the Customer Success & Growth Lead plays a critical role in ensuring our customers succeed - and that every support interaction drives growth.
A growth-minded leader who turns support into strategy, reviews into social proof, and tickets into product insights.
Key Responsibilities
Manage all support operations for Maximize Theme via Crisp Chat and WhatsApp Business, including guidelines, macros, and workflows
Manage and train the Customer Support Executive; coordinate after-hours support collaborators
Monitor and optimize key metrics: first response time, resolution time, pre-sales conversion, and CSAT
Build a proactive system to grow reviews, case studies, and testimonials; handle and recover negative reviews
Identify friction across the conversion funnel (inquiry → install → purchase) and drive improvements
Propose and coordinate self-service resources: help center, onboarding content, video guides, and FAQs
Proactively identify service opportunities (customization, store setup, migration, CRO) and hand off qualified leads to the right teams
Build a structured ticket categorization system and deliver weekly product insights to the
Product Owner, BA, and Development team
Surface recurring issues, feature gaps, and onboarding pain points to support better product decisions
Bachelor's Degree required; at least 2-3 years of experience in Customer Success, Support Lead, or a related role
Solid understanding of e-commerce, Shopify ecosystem, or digital products
Fluent English (written & spoken) and strong communication skills are required
Data-driven mindset with the ability to analyze metrics and propose actionable improvements
Experience managing and coaching team members
Familiarity with Crisp Chat, Freshdesk, or similar support tools is a plus
Experience building help centers, review systems, or self-service content is a plus
Salary: Competitive package, reviewed after the first 2 months and every 6 months. 13th-month salary based on business performance.
Working at one of Vietnam's leading Shopify solution providers with 100% international customers.
Birthday gifts, seniority allowance, and company-sponsored coverage for specialization courses or career certifications.
Youthful working environment (95% Gen Z & Millennials). Clubs for football, running, gaming and more. At BSS, we respect differences and focus on human development.
Working time: 5 days per week, 8:30 to 17:45, Monday to Friday. 13.5 days of paid leave per year (12 statutory days + 1.5 days for the annual company trip). Flexible working hours are supported; the candidate should be willing to occasionally work outside office hours or on public holidays to ensure a consistently great customer experience.
Regular team-building, picnics, summer trips, and volunteer activities organized by BSS.
Convenient office on the 14th, 18th, 19th, and 20th floors with scenic views. Tea, coffee, and drinks are always available.
Social Insurance and Health Insurance are covered by the company after 2 months of probation, and other benefits per Labour Law.