Tuyển dụng Customer Success & Growth Lead (Competitive Salary) tại Hà Nội

Manage all support operations for Maximize Theme via Crisp Chat and WhatsApp Business, including guidelines, macros, and workflows

Manage and train the Customer Support Executive; coordinate after-hours support collaborators

Monitor and optimize key metrics: first response time, resolution time, pre-sales conversion, and CSAT

Build a proactive system to grow reviews, case studies, and testimonials; handle and recover negative reviews

Identify friction across the conversion funnel (inquiry → install → purchase) and drive improvements

Propose and coordinate self-service resources: help center, onboarding content, video guides, and FAQs

Proactively identify service opportunities (customization, store setup, migration, CRO) and hand off qualified leads to the right teams

Build a structured ticket categorization system and deliver weekly product insights to the Product Owner, BA, and Development team

Surface recurring issues, feature gaps, and onboarding pain points to support better product decisions

Yêu cầu

• Bachelor’s Degree required; at least 2–3 years of experience in Customer Success, Support Lead, or a related role
• Solid understanding of e-commerce, Shopify ecosystem, or digital products
• Fluent English (written & spoken) and strong communication skills are required
• Data-driven mindset with the ability to analyze metrics and propose actionable improvements
• Experience managing and coaching team members
• Familiarity with Crisp Chat, Freshdesk, or similar support tools is a plus
• Experience building help centers, review systems, or self-service content is a plus

Quyền lợi

• Salary: Competitive package, reviewed after the first 2 months and every 6 months. 13th-month salary based on business performance.
• Working at one of Vietnam’s leading Shopify solution providers with 100% international customers.
• Birthday gifts, seniority allowance, and company-sponsored coverage for specialization courses or career certifications.
• Youthful working environment (95% Gen Z & Millennials). Clubs for football, running, gaming and more. At BSS, we respect differences and focus on human development.
• Working time: 5 days per week, 8:30 to 17:45, Monday to Friday. 13.5 days of paid leave per year (12 statutory days + 1.5 days for the annual company trip). Flexible working hours are supported; the candidate should be willing to occasionally work outside office hours or on public holidays to ensure a consistently great customer experience.
• Regular team-building, picnics, summer trips, and volunteer activities organized by BSS.
• Convenient office on the 14th, 18th, 19th, and 20th floors with scenic views. Tea, coffee, and drinks are always available.
• Social Insurance and Health Insurance are covered by the company after 2 months of probation, and other benefits per Labour Law.
• Địa điểm làm việc
• Hà Nội: Viwaseen, 48 Tố Hữu, Phường Từ Liêm (quận Nam Từ Liêm cũ)
• Thời gian làm việc
• Thứ 2 - Thứ 6 (từ 09:00 đến 18:15)