Crossian ★ 3.8

ABOUT THE ROLE
Crossian is a high- growth technology- driven e- commerce business. Behind our success is our people. As a start- up formed in 2020, we have created a fast- paced and dynamic environment, enabling our people to reach a collective CAGR of over 400% in just the first 3 years. Our mission now is to build DTC brands and increase customer LTV by providing best- valued products backed by no nonsense customer service policies as Customer Centricity is at the core of our values.
This role is perfect for you if you are a self- starter, have at least 5 years of customer service management experience backed by proven experience implementing top notch customer service programs, policies and processes.
Are you ready to thrive in our fast- paced environment and become our customer advocate and trusted strategic partner? You will build strong and long- lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.
We are looking for a customer- centric manager with strong leadership skills and a deep understanding of customer satisfaction insights. Someone who can also manage complex, large multi- dimensional data, and utilize insights from this data to improve team operations. You will be in charge of managing Crossian’s customer support arm known to us as the Customer Experience & Excellence (CEE) team. You will be reporting directly to the CEO and mentored for success by our Senior Manager of Operations.
WHAT YOU WILL DO
* Day- to- day Operation (50%)
- Lead and manage a team of up to 30 agents, including in- house and outsourced employees (you will be supported by functional team leaders)
- Proactively inform and keep Board of Managers in the loop on status of major crises and urgent matters
- Manage workflow, escalations and effectively delegate workload across the team
- Track employees&039; performance and attendance
- Solve complex customer service issues and proactively prevent negative service trends
- Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
- Identify and resolve problems raised by agents
- Maintain and improve day- to- day operations
*Strategic Management (30%)
Quality assessment/review
- Implement quality assessment on all agents on a weekly/monthly basis
- Create development plans for agents with low- quality scores
- Design quality assessment scorecards & processes
- Identify and eliminate root cause barriers to accuracy, productivity, and quality
- Monitor and improve customer inquiry resolution quality
Customer satisfaction management
- Ensure core satisfaction metrics are measured and analyzed on a regular basis
- Collect customer insights from various channels and provide feedback to responsible departments
Risk management
- Create risk reports and provide insights for other business stakeholders
- Detect, measure, and analyze operational risks
- Long term: design reports and work with engineering team to build risk monitoring dashboard as needed
- Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
* Team Management (20%)
- Design and carry out employee training programs based on market trends, and business needs
- Incentivize high performers and provide mentorship to other performers
- Evaluate the performance of the team on a regular basis
- Ensure team culture is in line with the vision, mission and core values of the company
- Develop, coach, and support individuals at all stages of their career
- Provide effective conflict resolution
- Interview, onboard and train new employees
- Plan, assign and direct work

WHAT WE ARE LOOKING FOR
- Bachelor’s degree or higher
- Solid understanding of customer behaviors
- Proven experience working with native English speaking customers
- Ability to work under pressure and balancing constraints that might be outside of your control
- Experience working in DTC e- commerce or similar
- Ability to analyze large and complex multi- dimensional data; turning these into actional insights for the team and business partners
- 10+ years of experience in customer service with at least 5 years in a managerial role
Excellent English communication with focus on reading, writing skills and perfect grammar
- Expats are also welcome to apply
- Excellent communication skills for effective engagement with internal teams and external stakeholders
ADDED PLUSES
- Knowledge of industry’s best practices
- Microsoft Excel expertise
- Proficiency with task and project management tools such as Jira, Asana, Trello, etc.
- Experience working with data tools or software for risk/operational metrics monitoring is a huge plus
- Experience setting up and working with customer service software
WHAT YOU CAN EXPECT
At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:
- Relocation package to Hanoi (*conditions apply)
- Quarterly bonus & Year- end bonus as part of our profit sharing program
- Guaranteed 13th month salary
- Lots of other company benefits including 5- star annual company trip, budget for frequent team building activities and other monthly / quarterly / annual company events
- 12 days work- from- home & 12 days of paid annual leave
- A Pantry & a Crossian Cafe stocked with goodies, ready to serve
- Global health insurance package for yourself and direct family members
- General company T&D Program + dedicated T&D budget for managers
- Other benefits in accordance to Company&039;s Policy and Vietnam Labor Laws
- Full salary during probation
- Competitive salary (negotiable depending on your experience)

Competitive salary (negotiable depending on what you bring to the table)

Global health insurance package for yourself and direct family members

Quarterly bonus and year- end bonus as part of our profit- sharing program