Job Description

Customer Experience Operations:

• Build and operate processes and tools for effective customer success management.

• Recruit, train, and coach a high-performing Customer Success team.

• Directly consult, implement, and maintain strong relationships with key clients, and develop high-impact case studies from these engagements.

• Maintain in-depth knowledge of the company's products and services; regularly assess the teams skills; be the 24/7 contact point to coordinate with internal departments and support customers by addressing inquiries and proposing optimal solutions.

• Collect and analyze user behavior data to understand evolving customer needs, focusing on enhancing the customer experience.

• Optimize existing internal processes and proactively contribute to initiatives aimed at improving customer success experiences.

Candidate Requirements

• Bachelor's degree in Economics, Foreign Languages, or Information Technology.

• 35 years of experience managing customer experience teams, ideally in multinational corporations or large enterprises.

• Proven track record of exceeding KPIs and key performance goals consistently.

• Hands-on experience in recruiting, training, and managing Customer Experience teams, particularly in the Tech product domain.

• Strong research, tool-building, and interpersonal skills.

• Excellent training, communication, and situational handling abilities; capable of resolving customer experience issues quickly and professionally.

• Passionate about the service industry with deep insight into customer concerns and behavior when using digital products; able to proactively resolve product-related challenges.

Benefits

• Attractive compensation: Top 25% among high-tech companies, ESOP (Employee Stock Ownership Plan) for key leaders or outstanding performers.

• Beyond standard perks Enjoyment and fulfillment, not just benefits:

  • Not just a salary a stable and competitive income package.

  • Annual company trip, monthly birthday celebrations, team building, team outings, sports activities, and over 10+ holiday perks including sick visits and special occasion support.

• Opportunity to design and run your own processes and tools.

• Training in skills, knowledge, and career mindset, with the chance to contribute to a standout "Make in Vietnam" technology product from G.Group Vietnams No.1 startup tech investment group by 2023 vision.

• Unlimited growth potential, based on your performance.

• A work culture that emphasizes joy and fulfillment not just conventional benefits.