Customer Support Team Lead (Onsite In Hanoi)

Overview
RockyHub, a member of Secomus Technology, focuses on creating innovative products to support merchants operating on Shopify. We are currently developing a suite of applications to meet diverse merchant needs. Our flagship product, the Meety Appointment Booking App, is a built-for-Shopify app that helps merchants set up and manage appointments and bookings seamlessly. We also have Massy, B2B Wholesale, a newly released app that helps wholesalers improve their B2B operations. With more apps in the pipeline, we are expanding our team to drive growth across all our products.
Position Overview
We are seeking a talented full-time Customer Support Team Leader to join our dynamic team. This role is crucial for driving the growth and success of our current and future apps through customer support strategic efforts.
Responsibilities:
As a Customer Support Lead, you will spend your time in leading a team of support specialists, ensuring a seamless customer experience, and optimizing support processes. Your role will involve handling escalations, training the support team, and working closely with product and development teams to enhance our apps based on user feedback. A key focus of this role is to increase the number of positive customer reviews; to optimize current operations and processes by ensuring outstanding service and proactive support. Specific duties include:
Lead, mentor, and manage the customer support team to ensure high-quality service.
Oversee daily operations of customer support, including ticket management and response times.
Handle escalations and resolve complex customer issues efficiently.
Develop and maintain knowledge base articles, FAQs, and self-service resources.
Monitor support KPIs and implement strategies to improve response and resolution times.
Gather customer feedback and work with the team to improve support processes.
Proactively work with Product Marketing team & Development team to find out issues to improve customer experience.
Encourage satisfied customers to leave positive reviews and implement strategies to increase review volume.
Analyze negative reviews to identify pain points and address them proactively.