Customer Support Specialist

BSS Commerce is a leading eCommerce solution provider for Shopify and Magento merchants worldwide. With 200+ extensions & apps, a global merchant base, and a track record in building commerce tools that drive real revenue.

Do you love solving problems, communicating confidently in English, and making customers feel genuinely supported? We're looking for an experienced Experienced Customer Support who understands digital products and is ready to guide global customers from their very first inquiry all the way through post-purchase.

In this role, you'll be the bridge between customers and our Product & Development teams — turning real user feedback into product improvements, resolving issues with speed and care, and helping thousands of Shopify and Magento 2 merchants get the most out of our extensions and apps.

Key Responsibilities

• Assist customers throughout their journey from inquiry to post-purchase, including product guidance, troubleshooting, and issue resolution.
• Provide timely and professional customer support via Freshchat, Freshdesk, and Crisp Chat, ensuring high customer satisfaction and adherence to SLA standards.
• Encourage customer reviews and testimonials, handle feedback professionally, and identify qualified service opportunities for handoff to relevant teams.
• Identify customer pain points, recurring issues, and feature requests, and collaborate with Product and Development teams to improve the products and customer experience.
• Contribute to the creation and maintenance of self-service resources, including help center articles, FAQs and tutorial content.
• Monitor personal support performance metrics such as response time, resolution time, customer satisfaction, and pre-sales conversion.

Yêu cầu ứng viên

• At least 2 years experience in Customer Support, Customer Success, or related roles.
• Strong understanding of e-commerce or digital products (Shopify/Magento is a plus).
• Fluent English (written & spoken).
• Data-driven mindset with strong analytical and problem-solving skills.
• Familiar with support tools (Crisp, Freshdesk, etc.) is a plus.
• Experience with automation, AI support workflows, or help centers is a plus.

Quyền lợi được hưởng

• Range salary upto 20M/month, reviewed after every 6 months + 13th-month bonus based on business performance.
• Work with global customers in a leading Magento & Shopify solutions company in Vietnam.
• Young, dynamic culture (95% Gen Z & Millennials) with team activities and clubs.
• Working time: 5 days per week, 9:00 to 18:15, Monday to Friday. 13.5 days annual leave.
• Office with scenic views, free tea & coffee.
• Social & health insurance per labor law after probation.