Customer Success Supervisor

Why we’re looking for you

As a Customer Success Supervisor, you will play a pivotal role in leading and empowering a team of customer success professionals to deliver exceptional service and build strong relationships with our clients. You will be responsible for cultivating a positive work environment, fostering teamwork, and promoting continuous improvement. Your expertise in team management, communication, problem-solving, and data analysis will be crucial in driving the success of the customer success team and contributing to the organization's growth.

You'll do

• Lead by example and create a positive work environment that promotes teamwork, collaboration, and excellence in customer service.
• Utilize fundamental team management skills to provide guidance, constructive feedback, and support to team members.
• Participate in team-building exercises and small group projects to enhance collaboration and leadership skills within the team.
• Develop essential communication skills for effective workplace interactions, including clear and confident expression of ideas.
• Emphasize the importance of active listening to better understand colleagues and customers.
• Introduce basic problem-solving techniques and foster critical thinking skills within the team.
• Identify challenges, analyze root causes, and facilitate brainstorming of potential solutions.
• Engage in problem-solving discussions to encourage a culture of collaboration and innovation.
• Improve professional competencies through training sessions that equip team members with tools to excel in their roles.
• Ensure quality assurance processes, feedback mechanisms, and performance evaluation metrics are followed.
• Promote teamwork and cooperation among junior team members, actively participating in projects and sharing insights.
• Assist in collecting and organizing data for reports, maintaining data accuracy and consistency.
• Create and maintain routine reports, analyze data, and identify trends, anomalies, and key performance indicators.
• Identify opportunities for process improvement and automation to enhance reporting workflows.
• Participate in team meetings to discuss report findings and provide insights to stakeholders.
• Other duties as assigned by manager

You have....

• Minimum of 1 year of experience in a similar customer success supervisor position preferred in tech companies.
• Possess a fundamental Customer Success skillset, with a proven track record of providing excellent customer service.
• Demonstrate an exceptional customer mindset, with the ability to empathize with clients and meet their needs effectively.
• Basic knowledge of Page Builder products or E-commerce is a plus.
• Proficiency in English (IELTS score of 7.0 or equivalent).
• Strong command of Microsoft 365 applications.
• Excellent interpersonal and leadership skills.
• Strong problem-solving and critical-thinking abilities.
• Detail-oriented with the ability to analyze and interpret data accurately.
• Effective communication skills, both verbal and written.
• Proven ability to work collaboratively in a team environment.

We offer

• Salary range: Negotiable
• 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 club…

Why you’ll love working here

• Learn product-thinking and customer-centric mindset.
• Collaborative and supportive environment
• Young and passionate colleague
• Professional and creative office view
• Clear & Scientific Agile Framework on the whole company workflow & culture. 
• Flexible working time: 
  
  • Morning: 8:00 am -12:00 pm (check in from 8:00 am to 8:45 am)
  • Afternoon: 1:00 pm - 5:45 pm (check out from 5:00 pm to 5:45 pm)