Mô tả công việc
Why we're looking for you
We're a SaaS company specializing in helping Shopify/Ecommerce Brand Build & Customize Website for higher conversion. As our customer base grows in North and South America, we're looking for a Customer Success Supervisor to lead our night shift team (9:00 PM - 6:00 AM GMT+7).
Join us to work with global customers and build a proud, customer-centric team delivering top-notch service from Vietnam. You'll need solid SaaS support experience, a tech-savvy mindset, proven team management skills, and excellent English (IELTS 7.0+ or equivalent). Let's create outstanding customer experiences together!
You'll do
1. Top 3 Priority:
- Manage and oversee the performance of the Customer Success team (10-15 members), ensuring KPIs such as response time, service quality, ticket volume, and positive reviews are consistently met or exceeded.
- Actively participate in recruitment, and onboarding processes, including training new team members on workflows, product knowledge, and customer success skills.
- Provide hands-on support for customer interactions, especially handling complex or escalated cases to ensure timely and effective resolutions.
2. Other activities:
- Collaborate with other teams (product, marketing team) to improve processes, share customer insights, and contribute to product development by relaying feedback from users.
- Monitor team progress, provide coaching and mentorship, and foster a positive, high-performing team culture.
- Continuously improve customer service standards and ensure alignment with company goals and values.
Yêu cầu
You have
- Bachelor's degree in Business, Communications or a related field.
Proven experience in customer success or support roles, preferably in SaaS or technology-driven environments.
- Strong leadership skills with a track record of managing and training teams of 10-15 members.
- Excellent English communication skills (IELTS 7.0+ or equivalent) with the ability to coach and train effectively.
- Solid understanding of customer service best practices, especially for SaaS products, and a customer-first mindset.
- Analytical skills to track KPIs and develop strategies to improve team performance.
- Problem-solving abilities to handle challenging customer cases with professionalism and efficiency.
- Flexibility to work during night shifts (9:00 PM - 6:00 AM GMT+7)
We offer
- Salary: Upto $1500
- Work with top-class partners in the IT industry
- Opportunity to grow our products in global markets, and expand to several branches throughout the countries.
- Performance review and competency evaluation: twice per year.
- Lunch meal + Parking fees provided.
- Annual performance bonus & 13th - month salary: up to 3-month salary (based on your devotion and business efficiency)
- Holiday bonus & Company trip
- Annual leaves: 12 days per year
- Treatment: annual health check-up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,...
- Training program: 100% product training and other training program according to the Company's policy
Why you'll love working here
- Dynamic Growth Environment: Be part of a fast-growing company shaping the future of global e-commerce and SaaS innovation.
Impactful Work: Take on meaningful challenges and drive real results in a role that directly contributes to the company's success.
- Collaborative Culture: Work alongside passionate, talented colleagues in a supportive and energetic team environment.
- Professional Development: Access training programs, mentorship, and opportunities to grow your career in marketing and beyond.
- Professional and creative office environment.
Quyền lợi
Thưởng
Attractive salary - Performance review: 2 times per year
Chăm sóc sức khoẻ
Health insurance for team members - Annual Health Checkup at the top clinic in Vietnam
Giải thưởng
Monthly Reward Program; Yearly performance bonus
Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Customer Satisfaction, Communications, Leadership, SaaS, English
LĨNH VỰC
Thương mại điện tử
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
3
QUỐC TỊCH
Không hiển thị
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