Customer Success Team Leader

Clarify customer complaints and provide the best solutions to resolve their issues.
Handle tickets to support customers via live chat and calls.
Optimize current posts and create new help desk articles to help customers easily find guidelines for using the app.
Execute other tasks and projects assigned by the Management Team.
Improve the current support workflow and propose new workflows to retain customers, earn 5- star reviews, and reduce the churn rate.
Monitor and enhance the performance of the support team and individual members.
Take primary responsibility for managing the team members, including providing training and support in complex cases.
Collaborate with other teams (management, product, marketing) for quarterly and monthly planning, and track progress.

Ability to adapt and respond to different characters, and maintain calmness when dealing with stressed or upset customers
Strong problem- solving, logical thinking, and decision- making skills
At least 2 years of experience in supporting digital/SaaS products
Excellent communication (verbal and written) and interpersonal skills
Proficient English skills (IELTS > 6.0)
Demonstrated leadership qualities
Effective and positive communication with customers, team members, and managers
Basic knowledge of HTML, CSS, and JS is a plus

Participate in on- job training at least 2 weeks before starting work, ensuring you clearly understand and can perform the job
Choose flexible working hours, only 7.5 hours/day guaranteed
Income commensurate with experience and ability
Lunch support at the company with a full nutritional menu
Review development roadmap every 6 months
Opportunity to work in the e- commerce industry, especially Shopify, the number 1 e- commerce platform
Ensure that the regimes comply with State regulations
Special attention and direction for each member&039;s development
Comfortable working environment, promoting efficiency, teamwork, and knowledge sharing
Quarterly and annual bonuses based on common goals
Remote based on personal needs 1 day/month
Become a member of an enthusiastic and passionate team

Cập nhật gần nhất lúc: 2024-02-26 08:00:37