CS003 | Customer Service Lead

Full Time , Binh Thanh Dist, Hochiminh City

Founded by management executives from leading e-commerce businesses in Vietnam, including Lazada, Zalora (Rocket Internet), Topica Edtech Group, OneMountGroup… SoBanHang enables nano and micro-businesses to manage cash flow better with digital bookkeeping apps and increase sales through a hyperlocal online storefront. We are proudly backed by leading investors which are FEBE Ventures, Class 5, Kevin P.Ryan – founder of Gilt Groupe, Business Insider and MongoDB.

At SoBanHang, we’re passionate individuals who are driven to succeed. Our work culture is characterized by strong team spirit and ownership, high degrees of openness and taking challenge, and consistently active learning.

Job description:
  • Create a standardized operating procedure (SOP) to ensure outstanding customer support via in-depth understanding of user pain points
  • Act as a front-end communication channel to SoBanHang’s end users: receive & classify inquiries -> understand root causes -> prioritize issues & propose corrective actions
  • Collaborate with department heads/leads (Product, Growth, Customer Success, Strategy & Analytics) for qualitatively controlling a smooth end-to-end customer journey
  • Drive initiatives through business needs and customer pain points to delivery high quality product experience (onboarding & retention)
  • Understand SoBanHang products & use-cases, be able to answer exceptional enquiries from users and follow-up with relevant teams to resolve pending issues.
  • Control the productivity and reply quality of Customer Support agents by continuously reviewing agent’s output and ensure existing KPIs are met.
  • Training & coaching team members to leverage the customer-obsession mindset & writing skills.
Job requirements:
  • >3 years of experience in any of the fields related to Customer Success or Project Management.
  • Strong problem-solving and structural thinking: able to conceptualize customer inquiries & flexibly take corrective actions.
  • Hands-on experience and demonstrated ability in developing short-/long-term solutions for improving customer satisfaction. Kindly share your portfolio and case studies as a reference point.
  • Passionate with human interaction and urging to deliver outstanding experience.
  • Be able to research and adapt new trends to raise the standard & overall quality of customer satisfaction solutions.
  • Be able to manage time effectively & deliver high-quality work.
  • Possess a proactive mindset & positive attitude, able to bring in good influences to your teammates & stakeholders.
Our Benefits:
  • Create impactful technology products to bring value to society, especially to those who are underserved.
  • Work with tech-giant partners in Vietnam and the region: Vietjet, Savico, Facebook, Google… and have access to the world’s leading investment funds.
  • Young, dynamic start-up environment with knowledgeable and experienced leaders
  • Hone your skills through the new challenges, and have your say in contributing towards the common goals.
  • Competitive remuneration package.
  • Cool office, work time & location flexibility, other perks include snacks, coffee, and healthy food provided daily…

Follow us at: https://www.linkedin.com/company/finanme/ for more update.

How to apply:

Please send your CV to our email: [email protected]. Subject: Your Name_Apply for [Position] (Example: Nguyen Van A_Apply for Customer Experience Lead)
More information about us and other career opportunities: https://sobanhang.com/job-opening

Recruitment process:

Suitable applications will be contacted within 3 days of submission. Candidates who pass Interview 1, Interview 2 will be notified within 3 working days.