Customer Success Specialist (Afternoon Shift)

You’ll do

• Communicate with customers via live chat platform to help them get familiar with the product or provide them with the appropriate document to include in conversations.
• Listen to customers and work with technical staff to figure out what their issues exactly are and solve them as soon as possible.
• Educate and empower our customers to become better users of the product.
• Thrive on providing support through many different channels of communication, including email, chat, ticket and social media such as Facebook Group.
• Collaborate with technical staff to learn the product and support the customers to use it effectively.
• Proactively provide feedback to internal teams that help to improve our products and create a better customer experience
• Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
• Other duties as assigned by manager
• Working time (UTC+7): Sunday to Thursday (01:00 PM - 10:00 PM); Tuesday to Saturday (01:00 PM - 10:00 PM) or Monday to Friday (01:00PM - 10:00 PM)

• Minimum of 1 year of experience in Customer Success.
• Proficiency in English at a B2 level (CEFR) or equivalent to IELTS 6.0 - 6.5.
• Experience with Shopify is preferred, particularly in relation to page builder products or similar tools within SaaS/E-commerce.
• Basic technical knowledge is a plus.
• Strong customer service mindset and skillset, with the ability to effectively manage and de-escalate difficult, urgent, or critical customer situations while prioritizing varying levels of customer support.
• Exceptional interpersonal skills, with the ability to build and maintain relationships across diverse personality types.
• Competence in evaluating, troubleshooting, and resolving customer issues, including the ability to replicate and document cases for escalation.
• Ability to perform effectively under pressure and meet tight deadlines.

• Salary range: Negotiate
• Able to work remotely
• Performance review: 2 times per year.
• Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
• Lunch meal + Parking fees provided (if any).
• 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 (if any)
• Annual team building: summer trip, many indoor and outdoor activities such as soccer club, swimming club, cycling club…