Customer Success Lead tại Phường An Khánh, Hồ Chí Minh - Lương thoả thuận

Role Purpose:
The Customer Success Lead is responsible for safeguarding and maximizing Customer Lifetime Value (LTV) for PSA's E-commerce and Direct-to-Consumer (DTC) brands in the US market. This role focuses on controlling dispute/chargeback rates and transforming customer care into a sustainable retention revenue stream.
Key Responsibilities:
1. Customer Experience & Retention Management:
Manage customer support channels (Email, Ticket, Live Chat) targeting the US market with authentic, native-level communication.
Partner with Brand Owners to design upsell, cross-sell, and win-back retention campaigns to maximize customer lifetime value.
2. Dispute & Payment Gateway Management (Chargebacks):
Actively resolve disputes, claims, and chargebacks across Stripe, PayPal, and Merchant Accounts to maintain risk metrics within safe operating thresholds.
Coordinate with US logistics carriers to resolve order delays, lost shipments, and fulfillment issues.
3. Systemization & Voice of Customer (VoC):
Configure and optimize Helpdesk platforms (Gorgias, Zendesk, Klaviyo, AI Chatbots) and maintain up-to-date Knowledge Base / FAQs.
Synthesize weekly customer feedback reports to deliver actionable product improvement insights to R&D and Brand teams.