
Remote Customer Success Supervisor
CÔNG TY TNHH GEMCOMMERCE
Địa điểm làm việc: Hà Nội
Hết hạn: Còn 3 ngày
- Chi tiết công việc
- Giới thiệu công ty
Thu nhập: Thỏa thuận
Loại hình: Toàn thời gian; Làm tại nhà
Chức vụ: Nhân viên
Mô tả công việc
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.
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)
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)
Quyền lợi
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.
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.
Thông tin khác
Địa điểm làm việc
- Hà Nội
Thời gian làm việc
Thứ 3 - Thứ 7 (từ 21:00 đến 06:00)
Chủ nhật - Thứ 5 (từ 21:00 đến 06:00)
- Hà Nội
Thời gian làm việc
Thứ 3 - Thứ 7 (từ 21:00 đến 06:00)
Chủ nhật - Thứ 5 (từ 21:00 đến 06:00)
Thông tin chung
- Thu nhập: Thỏa thuận
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 22/02/2025
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