CUSTOMER EXPERIENCE (CX) MANAGER (FULL-TIME | HYBRID - HANOI BASE | 3 TO 5 YEARS EXPERIENCE REQUIRED | NEGOTIABLE)
About the role
Are you passionate about building an exceptional customer experience team and driving growth for a thriving skincare startup?
You will be responsible for building and leading a high-performing team of CX (Customer Experience) agents based in Hanoi, ensuring our customers receive outstanding service that fosters loyalty and brand advocacy. This is an exciting opportunity to make a real impact on a company shaping the future of skincare while building a rewarding career in a dynamic startup environment.
Position: Customer Experience Manager (3 - 5 years of experience)
Location: Hybrid, Hanoi-based, 02 offline meetings per week.
Employment type: Full-time - No Moonlighting allowed
Package: (gross - negotiable)
Job Industry: Skincare
Main Markets: U.S. & Canada.
JOB DUTIES & RESPONSIBILITIES:
Bring bigger impact: work directly with the two founders.
Build, develop, and lead a high-performing team of CX agents, providing ongoing coaching, training, and feedback.
Implement and optimize process: Improve existing CX processes, responses, and workflows to provide a seamless customer experience and meet customers’ satisfaction while achieving the business’s goals.
Enhance Team performance: measure, coordinate, and motivate to make sure all team members meet our KPIs.
Customer insights: Analyze data from customer feedback and translate it into actionable insights for product development, marketing, and other teams.
Cooperation: Collaborate with other departments (marketing, product, sales) to ensure a unified customer experience across all touchpoints.
Leadership: Foster a positive, supportive, fair, and high-performance teamwork environment and team connections.
Other operational and managerial tasks and projects as needed
REQUIREMENTS
MUST HAVE
Have at least 3 years of experience building and leading high-performance customer service (CS) /customer experience (CX) teams with a proven track record.
Ability to collaborate and connect cross-functional teams to ensure smooth execution and eliminate any obstacles.
Can-do attitude: Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity.
Adaptability, flexibility: ready for change in the diverse work environment.
Strong sense of responsibility, problem solver, and solution seeker, with persistence and resilience.
Solid leadership and interpersonal skills.
Solid organizational skills including attention to detail and multi-tasking skills.
Ability to work flexibly: weekends, flexible hours, and late hours for the US market.
PREFER TO HAVE
7.0+ IELTS or previous studying or living experience in the U.S. are a plus.
Customer-driven mindset: be able to have a strong understanding of customers' references, sympathize with their pain points, and effectively align our products and services to satisfy their expectations.
Experience and strong passion for startup and skincare.
Experience with Net Promoter Score (NPS) or other customer satisfaction measurement tools
Experience with CRM systems (e.g., Zendesk, Freshdesk, etc.)
OTHER REQUIREMENTS
BENEFITS
Opportunity to work in a fast-paced and dynamic environment.
Be part of a mission-driven company making a real impact.
Work with a talented and passionate team.
Continuous learning and development opportunities.
Standard package:(negotiable) + EOY Performance Bonus (Gross)
Probation: 02 months (100% salary)
Others: 5 Sick-leaves, 12 Paid-leaves
HOW TO APPLY
COMPLETE THE FORM HERE: APPLICATION FORM (CUSTOMER EXPERIENCE MANAGER)
Due to time constraints, we may only respond to results via email to selected candidates. Please regularly check your Spam or Promotions mailbox for any emails from us.
CUSTOMER EXPERIENCE AGENT (FULL-TIME | HA NOI & HYBRID | NO EXPERIENCED REQUIRED | PACKAGE FROM 10.000.000 TO 14.000.000 VND PLUS BONUS)
JOB DESCRIPTION
If you're a fresh and energetic graduate who is also self-driven, earnest, and willing to learn & develop a career as a customer experience agent in a dynamic and challenging start-up environment, then we want you on our team!
Position: Customer Experience Agent (Fresher/Junior - up to 1 year of experience)
Location: Ha Noi base / Hybrid - Both offline & online, team meeting offline 2 to 3 times per week in Hanoi, flexible locations.
Employment type: Full-time - No Moonlighting allowed, Must be graduated or already finished studies
Package: 10 to 14 million VND plus bonus (gross).
Job Industry: Skincare.
Main Markets: U.S. & Canada.
A DAY IN THE LIFE
After training, possess a strong understanding of the nature of services, products, and customer service operations in a dynamic and intense start-up environment (including multiple e-commerce platforms).
Proactively and promptly engage in customer queries and effectively address their issues/requests with thoughtful and accurate email responses to ensure the highest level of customer satisfaction.
Closely coordinate with other team members to resolve customers’ requests on time and follow up actively and efficiently.
Actively collect customer insights and bring up ideas to improve and enhance the process and introduce new features, products, etc.
Other tasks assigned by Managers to support teamwork and achieve the team's goals and the company's goals.
Opportunity to learn in-depth skincare knowledge with our team of skincare experts to become a skincare consultant.
REQUIREMENTS
MUST HAVE
Fluency in written English: minimum 7.0 IELTS writing or equivalent (certificate is not required)
Fresh graduate/Junior - up to 1 year of experience
Can-do attitude: Ability to flourish with minimal guidance, and be proactive with a strong sense of responsibility.
Great attention to detail: strictly follow instructions, and understand the process, platforms & customer experience flow. Modify the existing responses/templates to give customers the best support they need.
A great team player: who is willing to align personal goals with the team's objectives in a positive, collaborative manner while also capable of delivering effective communication and constructive feedback.
Ability to work flexibly: weekends, flexible hours, and late hours for the US market. (No overnight shift).
Patience and the ability to remain calm in stressful situations.
PREFER TO HAVE
Customer-driven mindset: be able to manage, prioritize, and follow up on customer requests in an organized and actionable manner to achieve the highest level of satisfaction.
Enthusiasm for customer satisfaction, solutions & start-up environment.
Strong passion & knowledge for skincare or experience in the beauty industry is a great plus!
OTHER REQUIREMENTS
BENEFITS
Standard package: 10 - 14 million VND/month + extra bonus + EOY Performance bonus (Gross)
Probation: 02 months (100% salary) with awesome Training Buddies.
PTO:5 sick leaves, 12 annual leaves.
Becoming a member of an enthusiastic & high-performance team, with monthly team bonding activities and biannual bonding trips!
HOW TO APPLY
COMPLETE THE FORM HERE: APPLICATION FORM (CUSTOMER EXPERIENCE)
Due to time constraints, we may only respond to results via email to selected candidates. Please regularly check your Spam or Promotions mailbox for any emails from us.
HUMAN RESOURCE SPECIALIST & ADMIN (FULL-TIME | REMOTE - HA NOI Base | Up to 2 years of experience | PACKAGE FROM 10.000.000 TO 12.000.000 VND)
We're looking for a talented Human Resource professional to join our Silicon Valley startup, Skin AI LLC, and help us attract and hire the best-fit candidates.
Do you thrive in a fast-paced environment? Are you energetic, proactive, and passionate about building awesome teams? If you answered yes, then this could be your dream job!
Position: Human Resource Specialist & Admin (freshly graduated, up to 2 years of experience)
Location: Hanoi, Vietnam (Remote)
Employment type: Full-time - No Moonlighting allowed, Must be graduated or already finished studies
Package: 10 to 12 million VND (gross)
Job Industry: Skincare
Main Markets: U.S. & Canada.
WHAT YOU’LL DO:
Bring bigger impact: You will work directly with our founders and assist our managers.
Become the face of HR for our team: Own the recruitment life cycle, documents, and filing, from job posting and screening candidates to conducting preliminary interviews and delivery offers, to onboarding and offboarding.
Be a talent magnet: Identify, attract, and hire best-fit talents across various roles (from customer support to marketing), with our fast-growing needs.
Onboard: Ensure a smooth and engaging onboarding experience for new hires. Process paperwork in compliance with related regulations and provide necessary access to our company’s assets.
Off-boarding: Support the off-boarding process by collecting company assets, processing final paperwork, and conducting exit interviews.
Craft an engaging and positive employee experience: Develop and implement HR initiatives that foster a positive, supportive, and high-performing company culture.
Maintain high team morale: Organize team-building activities and events, encourage team bonding to boost morale, and create a strong sense of connection within the team & company.
Stay ahead of the curve: Keep up-to-date on HR trends by networking, attending job fairs (universities, etc. if needed), and anticipating the company's needs on HR to ensure we're adequately staffed, attracting and retaining the right talents.
Administration works: assist and support our founders while they are in Vietnam. Handle physical paperwork, distribute sample products to the team, and other materials in Hanoi if needed.
WHO YOU ARE:
Basic Fluency in English: A minimum 6.0 IELTS or equivalence. Certificates are not required.
Graduated or have up to 2 years of experience in HR, with a strong understanding of the Vietnamese recruitment landscape.
Bachelor’s Degree in HR, Economics, Business Administration, or related fields.
Energetic, proactive, and self-motivated: You thrive in a fast-paced environment, embracing challenges with a can-do attitude and a self-motivated approach. Demonstrates initiative and takes ownership of multiple tasks with minimal guidance.
Excellent communication and interpersonal skills:You can build rapport with anyone, from candidates to senior management.
Strong analytical and problem-solving skills: You can effectively source, screen, and assess talent.
A passion for startups and a desire to make a difference: You believe in our mission and are excited to be part of something bigger than yourself.
BONUS POINTS IF YOU HAVE:
Previous experience in a start-up environment.
Strong passion for Start-up, Human Resources, and Skincare.
OTHERS
WHAT WE OFFER:
A dynamic and fast-paced work environment: Learn, grow, and be challenged every day.
Standard package: (Gross, range from 10 to 12 million VND)
Probation: 02 months (100% salary)
Others: 5 Sick-leaves, 12 Paid-leaves, EOY Performance Bonus.
HOW TO APPLY
COMPLETE THE FORM HERE: APPLICATION FORM (Human Resource & Admin)
Due to time constraints, we may only respond to results via email to selected candidates. Please regularly check your Spam or Promotions mailbox for any emails from us.
