Customer Success Specialist (Local Day Shift)

Why we’re looking for you

We are looking for an experienced Customer Success Specialist in this high growth rate stage who can work directly with our customers worldwide.

After the purchase/sale, the most important phase of the customer lifecycle is to ensure customers have the best experience with this product and service and no negative reviews left.

You’ll do

• Communicate with customers via live chat platform to help them get familiar with the product or provide them with the appropriate document to include in conversations.
• Listen to customers and work with technical staff to figure out their issues exactly and solve them as soon as possible.
• Educate and empower our customers to become better users of the product.
• Thrive on providing support through many different channels of communication, including email, chat, ticket and social media such as Facebook Group.
• Collaborate with technical staff to learn the product and support the customers to use it effectively.
• Proactively provide feedback to internal teams that help to improve our products and create a better customer experience
• Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
• Other duties as assigned by manager
• Working time (UTC+7):  Sunday to Thursday (06:00 AM - 03:00 PM); Tuesday to Saturday (06:00 AM – 03:00 PM) or Monday to Friday (06:00 AM - 03:00 PM)

You Have…

• Minimum of 1 year of experience in Customer Success.
• Proficiency in English at a B2 level (CEFR) or equivalent to IELTS 6.0 - 6.5.
• Experience with Shopify is preferred, particularly in relation to page builder products or similar tools within SaaS/E-commerce.
• Basic technical knowledge is a plus.
• Strong customer service mindset and skillset, with the ability to effectively manage and de-escalate difficult, urgent, or critical customer situations while prioritizing varying levels of customer support.
• Exceptional interpersonal skills, with the ability to build and maintain relationships across diverse personality types.
• Competence in evaluating, troubleshooting, and resolving customer issues, including the ability to replicate and document cases for escalation.
• Ability to perform effectively under pressure and meet tight deadlines.

We offer

• Salary range: Negotiate
• Performance review: 2 times per year.
• Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
• Lunch meal + Parking fees provided.
• 12 remote working days/ year.
• 12 annual leaves/ year.
• Bonus on birthday, 30/4&1/5, 2/9.
• Social insurance & Health insurance for team members.
• Annual Health Checkup at the top clinic in Vietnam.
• Weekly shoulder massage treatment.
• Annual team building: summer trip, many indoor and outdoor activities such as soccer club, swimming club, cycling clubs…

Why you’ll love working here

• Learn product-thinking and customer-centric mindset.
• Collaborative and supportive environment
• Young and passionate colleagues
• Professional and creative office view
• Clear & Scientific Agile Framework on the whole company workflow & culture.
• Deliver a top-notch customer experience which helps customers maximize their benefits
• Become an expert with in-depth knowledge of world-class products and services
• Own valuable customer relationships in one of the fastest-thriving industries