Tuyển dụng Customer Success Lead tại Hồ Chí Minh

1. Customer Support & Issue Resolution

• Deliver timely, high-quality customer support via live chat, phone, and email, targeting a 1-minute first response time.
• Troubleshoot customer and technical issues, recommend best practices, and escalate complex cases when needed.
• Maintain accurate records of customer interactions and ensure timely follow-up.
• Monitor service quality and ensure compliance with Customer Success standards and SLAs.

2. Onboarding & Implementation

• Guide new customers through onboarding and ensure a smooth implementation of the Better HR platform.
• Conduct platform walkthroughs covering key features such as attendance, payroll, and leave management.
• Coordinate with Sales, Product, and other teams to ensure a seamless transition from trial to paid customers.

3. Customer Training & Product Adoption

• Deliver virtual or on-site training tailored to different customer groups.
• Monitor product usage and proactively support customers with low engagement.
• Develop and maintain training materials, FAQs, user guides, and knowledge base resources to drive product adoption and self-service.

4. Customer Relationship & Account Management

• Build strong, long-term customer relationships by understanding customer needs and helping them maximize the value of Better HR.
• Conduct regular business reviews, gather feedback, and resolve customer concerns.
• Serve as the primary point of contact for key accounts.
• Identify upsell and cross-sell opportunities while supporting customer retention and account growth.

5. Customer Feedback & Continuous Improvement

• Collect and analyze customer feedback and support trends to identify improvement opportunities.
• Collaborate with Product and other teams to improve the platform and overall customer experience.
• Contribute to Customer Success playbooks, SOPs, knowledge bases, and best practice sharing.

Yêu cầu ứng viên

• Bachelor's degree in Business Administration, Human Resources, or related.
• 2–4 years of experience in Customer Success / Customer Support / Customer Service (B2B, SaaS, or related industries highly preferred).
• Good Vietnamese & English communication skills
• Tech-savvy with a strong interest in HR technology and SaaS products.
• Strong presentation, interpersonal, and stakeholder management skills.
• Customer-first mindset with excellent problem-solving skills and a high sense of
  ownership.
• Highly organized, proactive, and able to manage multiple priorities in a fast-paced
  environment.

Quyền lợi được hưởng

• Competitive salary package (Negotiable)
• Attractive performance-based incentives
• 100% salary during probation
• Lunch and phone allowances
• Company-provided work equipment (Laptop, SIM Card)
• 12 annual leave days/year + Paid sick leave
• Full Social, Health & Unemployment Insurance.
• Hands-on training in B2B SaaS Customer Success.
• Collaborate with a young, international team in a dynamic, fast-paced technology
  environment.