Customer Success Lead (SQL/Zendesk/Jira)

We are looking for a Customer Success Lead to join our Ho Chi Minh City team!

Customer Success Lead will report to the Customer Support Manager and will contribute to the success of GeoComply by leading the Customer Success members in GeoComply's Vietnam Office. The Vietnamese Customer Support team must be engaged with and responsive to all client requests. It is this level of commitment which drives the ultimate success of GeoComply. 

Our ideal candidate has excellent English and has excelled working in a similar role, providing support to clients. You believe in the value of building strong customer relationships as you see the long-term effects it can have on both the customer and the business. As GeoGuard clients are in the US gaming and sports betting markets, knowledge of the regulations and requirements in these markets is a definite asset. In order to build strong client relationships the perfect candidate should understand the key to doing this is by building a strong, capable and close team of Customer Support members.

Your current and past colleagues should describe you as a resourceful, detail-oriented, highly-organized individual with a positive attitude and is easy to get along with. You should pick up on new technology fairly quickly, and should not be afraid to ask questions, learn, and push priorities forward. You should be proactive and solutions-oriented, working ultimately to ensure our customers’ overall success.

Responsibilities and Accountabilities

• Coach, mentor, train and provide daily leadership for a team of Customer Success members who are engaged and responsive to the ultimate success of GeoComply, providing impeccable 24/7 customer service.
• Assist with the recruitment and onboarding of new CS agents.
• Play a leading role in the development for subordinates.
• Providing regular updates to the Customer Support Manager and Head of Service Delivery on team performance
• Create, advocate and coach customer success best practices to team members
• Understand the company’s vision, goals and strategy.  Actively contribute to the achievement of the goals and execution of the company’s strategy
• Maintain a thorough understanding of our company’s systems, processes, technologies and overall business requirements, the customer’s structure and use cases.
• Understand how laws, regulations and restrictions impact our business and that of our customers
• Continuously interact with colleagues, customers and end-users.
• Record and investigate geolocation issues and user blocking cases. Provide leadership with customer insights and information on customer needs.
• Review Daily Hand Over at beginning of day, and create one at Close of Business (COB)/End of Day (EOD) to pass along vital information related to customer issues and reports
• Ensure responding to clients according to SLA requirements, to achieve a 24-hour issue resolution for all tickets when possible
• Ensure Responding to Zendesk tickets related to our AppSupport support line for end users, monitor and manage social media mentions and respond accordingly

• Minimum 3 years’ experience inclusive of team leadership experience and completion of post-secondary education in a relevant field
• Experience leading a team of technical professionals to ensure top skillset and job functions are achieved, critiquing performance, mentoring or coaching as required
• Ability to understand business, technical and customer requirements, prioritizing issues and escalating as required
• Good interpersonal skills, fluent English in reading, writing and verbal communication
• Excellent presentation skills for internal reporting and external presentations
• Experience liaising with internal development and technical teams, with ability gather required information
• Ability to develop and nurture relationships, both internally and externally, towards establishing strong working relationships
• Strong communication skills with ability to adapt to communicating with different parties such as to clients, developers and infrastructure team members, across different time zones
• Resourceful, detail-oriented, with strong organizational skills
• Good conflict resolution skills
• Experience preparing reports and presentations, and data analysis
• Experience with Jira, SQL, Zendesk, and Atlassian is an asset

If you have what we are looking for and would love to join our team in Vietnam, we want to hear from you! This position is located in HCMC, VietNam.

We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.