Customer Success Leader

• Monitor and enhance the performance of the support team and individual members.
• Collect and report customers insights to product team for improvement.
• Identify customer needs and helping customers use specific features
• Collaborate with other teams (management, product, marketing) for quarterly and monthly planning, and track progress.
• Improve the current support workflow and propose new workflows to retain customers, earn 5- star reviews, and reduce the churn rate.
• Learn about products features and update functionalities knowledge continuously
• Take primary responsibility for managing the team members, including providing training and support in complex cases.
• Respond to customer queries in a timely and accurate way, via phone, email or chat

• Demonstrated leadership qualities
• Ability to adapt and respond to different characters, and maintain calmness when dealing with stressed or upset customers
• Effective and positive communication with customers, team members, and managers
• Excellent communication (verbal and written) and interpersonal skills
• At least 2 years of experience in supporting digital/SaaS products
• Basic knowledge of HTML, CSS, and JS is a plus
• Proficient English skills (IELTS > 6.5)
• Willing to work night shifts and weekend shifts

• Comfortable working environment, promoting efficiency, teamwork, and knowledge sharing
• Participate in on- job training before starting work, ensuring you clearly understand and can perform the job
• Review development roadmap every 6 months
• Income commensurate with experience and ability
• Remote based on personal needs 1 day/month
• Become a member of an enthusiastic and passionate team
• Opportunity to work in the e- commerce industry, especially Shopify, the number 1 e- commerce platform
• Lunch support at the company with a full nutritional menu
• Quarterly and annual bonuses based on common goals
• Choose flexible working hours, only 7.5 hours/day guaranteed
• Special attention and direction for each member&039;s development
• Ensure that the regimes comply with State regulations

Cập nhật gần nhất lúc: 2024-12-31 22:45:02