GEMCOMMERCE ★ 4.1

You’ll do

1. Top 3 Priority: 

• Manage and oversee the performance of the Customer Success team (10-15 members), ensuring KPIs such as response time, service quality, ticket volume, and positive reviews are consistently met or exceeded.
• Actively participate in recruitment, and onboarding processes, including training new team members on workflows, product knowledge, and customer success skills.
• Provide hands-on support for customer interactions, especially handling complex or escalated cases to ensure timely and effective resolutions.

2. Other activities:

• Collaborate with other teams (product, marketing team) to improve processes, share customer insights, and contribute to product development by relaying feedback from users.
• Monitor team progress, provide coaching and mentorship, and foster a positive, high-performing team culture.
• Continuously improve customer service standards and ensure alignment with company goals and values.

You have

• Bachelor's degree in Business, Communications or a related field.
• Proven experience in customer success or support roles, preferably in SaaS or technology-driven environments.
• Strong leadership skills with a track record of managing and training teams of 10-15 members.
• Excellent English communication skills (IELTS 7.0+ or equivalent) with the ability to coach and train effectively.
• Solid understanding of customer service best practices, especially for SaaS products, and a customer-first mindset.
• Analytical skills to track KPIs and develop strategies to improve team performance.
• Problem-solving abilities to handle challenging customer cases with professionalism and efficiency.
• Flexibility to work during night shifts (9:00 PM - 6:00 AM GMT+7)

We offer

• Salary: Upto $1500
• Work with top-class partners in the IT industry
• Opportunity to grow our products in global markets, and expand to several branches throughout the countries.
• Performance review and competency evaluation: twice per year.
• Lunch meal + Parking fees provided.
• Annual performance bonus & 13th – month salary: up to 3-month salary (based on your devotion and business efficiency)
• Holiday bonus & Company trip
• Annual leaves: 12 days per year 
• Treatment: annual health check-up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,…
• Training program: 100% product training and other training program according to the Company’s policy

Why you’ll love working here

• Dynamic Growth Environment: Be part of a fast-growing company shaping the future of global e-commerce and SaaS innovation.
• Impactful Work: Take on meaningful challenges and drive real results in a role that directly contributes to the company’s success.
• Collaborative Culture: Work alongside passionate, talented colleagues in a supportive and energetic team environment.
• Professional Development: Access training programs, mentorship, and opportunities to grow your career in marketing and beyond.
• Professional and creative office environment.