Esoft Việt Nam ★ 4.0

ABOUT THE ROLE
As our Client Experience & Onboarding Specialist, you will lead the design and execution of workflows that minimize friction and maximize satisfaction during the customer journey. You will play a key role in shaping the support infrastructure and onboarding process across a hybrid suite of internal and third-party tools used in our white-label service offerings.
You will also act as the Subject Matter Expert (SME) for the technical implementation and usage of third-party platforms, ensuring that both clients and internal teams are well-supported and aligned. This includes providing direct client-facing guidance, training, and coordination for onboarding projects where third-party software is involved.
Key Responsibilities
Own the client onboarding process from initial engagement to full adoption, ensuring a consistent and positive experience across all touchpoints.
Design and continuously improve workflow documentation, training assets, and support journeys to reduce barriers to product uptake.
Serve as the SME for key 3rd-party platforms used within our white-label services, maintaining up-to-date product knowledge and offering technical guidance during onboarding.
Act as a trusted point of contact for new clients, guiding them through technical, operational, and service-related onboarding steps.
Coordinate closely with internal stakeholders to ensure the timely and accurate setup of client configurations, workflows, and integrations.
Collaborate with product, operations, and customer service teams to identify friction points and implement solutions that enhance client satisfaction.
Support the evolution of internal support frameworks, including feedback loops, help desk optimization, and success metrics.
Work closely with regional and international stakeholders to align best practices across geographies and ensure a scalable onboarding strategy.ABOUT YOU
You're proactive, empathetic, and process-driven-with a passion for improving customer journeys and an eye for operational efficiency. You're comfortable working in a dynamic, multicultural environment and thrive when you can make real improvements to people's day-to-day experience.
Requirements:
3+ years in client onboarding, customer experience, or customer success roles (preferably in a B2B environment).
Demonstrated experience managing or supporting onboarding involving third-party platforms or technical integrations.
Experience in real estate, media, or creative services industries preferred.
Strong understanding of support systems, onboarding best practices, and workflow design.
Exceptional communication skills in English-both written and spoken (this is a client-facing role).
Familiarity with tools such as CRMs, project management platforms, and help desk software.
Comfortable liaising across internal teams and managing multiple priorities in a fast-paced setting.WHAT WE OFFER
We offer you an opportunity to continue building your career in an international and successful company with market-leading, innovative solutions. In every business unit and in every office around the world, Esoft has always been driven by a strong team spirit and an even stronger sense of pride. We strive to provide an interesting workplace, where people work and interact across cultures and time zones. We cherish creativity and innovation, and we invest in training and development of employees.
Attractive package
100% SHUI in probation
Daily meals provided
Experience in increasingly challenging and engaging international recruitment projects.
Experience in an international company with the culture that encourages and fosters creativity, innovation, respect and equality
Working time: Mon-Fri, Flexible working hour
Location: 348 Kim Nguu, Minh Khai, Hai Ba Trung, Hanoi