[HCM][FDI] PSA: Tuyển vị trí Customer Success Lead

Dương Thị Ánh Vy HR @ Công ty TNHH Dịch vụ Nghiên cứu và Phát triển Chim Cánh Cụt Chia sẻ Báo lỗi Trang chủ Cộng đồng Cơ hội nghề nghiệp [HCM][FDI] PSA: Tuyển vị trí Customer Success Lead hôm qua lúc 10:02 105 0 CUSTOMER SUCCESS LEAD Headcount: 1 Gender: Male/Female Workplace: Tropic Garden A2 - Thao Dien - HCM Employment Type: Full-time Onsite Work Hours: Mon–Fri: 9:00–17:30 (1.5h lunch break) Sat morning (Remote): 8:00–12:00 Reporting to: Brand Owner / Operations Lead About PSA / PlatformDTC: PSA is an eCommerce and AI innovation company operating across Print-on-Demand, Dropshipping, Fulfillment, and Online Retail - serving over 10,000+ global customers. We are developing in-house AI and robotics systems (ERP, OMS, CRM, Agentic AI, Indoor Autonomy, etc.) to build the next generation of self-driving commerce infrastructure, combining physical automation (drones, sensors) and intelligent software (PlatformDTC). Website: https://psa.team | https://platformdtc.com/ Role Purpose: The Customer Success Lead is responsible for safeguarding and maximizing Customer Lifetime Value (LTV) for PSA’s E-commerce and Direct-to-Consumer (DTC) brands in the US market. This role focuses on controlling dispute/chargeback rates and transforming customer care into a sustainable retention revenue stream. Key Responsibilities: 1. Customer Experience & Retention Management: Manage customer support channels (Email, Ticket, Live Chat) targeting the US market with authentic, native-level communication. Partner with Brand Owners to design upsell, cross-sell, and win-back retention campaigns to maximize customer lifetime value. 2. Dispute & Payment Gateway Management (Chargebacks): Actively resolve disputes, claims, and chargebacks across Stripe, PayPal, and Merchant Accounts to maintain risk metrics within safe operating thresholds. Coordinate with US logistics carriers to resolve order delays, lost shipments, and fulfillment issues. 3. Systemization & Voice of Customer (VoC): Configure and optimize Helpdesk platforms (Gorgias, Zendesk, Klaviyo, AI Chatbots) and maintain up-to-date Knowledge Base / FAQs. Synthesize weekly customer feedback reports to deliver actionable product improvement insights to R&D and Brand teams. Candidate Profile & Requirements: Language: Native or near-native English proficiency, specifically in written communication suited for US consumers (empathetic, natural, and persuasive). Experience: 2+ years in Customer Success or Customer Support roles within Cross-border E-commerce, Dropshipping, or US/EU DTC Brands. Tool Proficiency: Advanced hands-on experience with Helpdesk tools (Gorgias, Zendesk), Shopify Admin, Shopify CS Apps, and Klaviyo. Skills: Excellent de-escalation skills, problem-solving abilities, customer-centric attitude combined with a business-oriented mindset. Adaptability: Willingness to work flexible or night shifts aligned with US business hours. Key Performance Indicators (KPIs): CSAT (Customer Satisfaction Score): ≥ 92%. First Response Time (FRT): < 15 minutes (during active shift) and < 1 hour (off-shift). Dispute / Chargeback Rate: Maintained strictly below < 0.5% of total transaction volume. Retention Revenue Contribution: 10–15% of total brand revenue generated via customer retention channels. What You Get: Competitive Salary: Negotiable based on competency plus performance-based bonuses. Allowances & Perks: Comprehensive support including lunch, parking, snacks, and company-provided laptops. Financial Growth: 13th and 14th-month salary, with annual salary reviews based on performance. Health & Insurance: Full participation in SHUI (Social, Health, and Unemployment Insurance) per regulations, along with periodic general health check-ups. Company Culture: Bi-annual company trips and gifts/bonuses during holidays and festivals. Direct Impact: Work closely with the Founder to build the company’s core systems from the early stages. Tech Advancement: Opportunities for training and hands-on experience with modern AI models and advanced data analytics. How to Apply: Send your CV (+ Portfolio) to: [email protected] or [email protected] Or connect Zalo: 0942485129 (Vy PSA) Giới thiệu Brands Vietnam là Cộng đồng Marketing và Xây dựng Thương hiệu toàn diện tại Việt Nam, với những sản phẩm và dịch vụ có kết nối chặt chẽ với nhau để phục vụ cho nhu cầu đa dạng của marketers nói chung, người làm kinh doanh nói riêng. Điều khoản Điều khoản Sử dụng Quyền Riêng tư Nội quy cộng đồng Liên hệ Lầu 3, tòa nhà Viet Solutions, số 125/11 Nguyễn Cửu Vân, Phường Gia Định, TP. Hồ Chí Minh. (+84) (028) 3602 6800 [email protected] © 2012 - 2026 Brands Vietnam. Bản quyền thuộc về Công ty TNHH WEBRAND, giấy phép ĐKKD số 0311614186 do Sở KH&ĐT cấp ngày 10/03/2012. Giấy phép MXH số 194/GP-BTTTT ký ngày 21/05/2019.

Yêu cầu công việc

Language: Native or near-native English proficiency, specifically in written communication suited for US consumers (empathetic, natural, and persuasive). Experience: 2+ years in Customer Success or Customer Support roles within Cross-border E-commerce, Dropshipping, or US/EU DTC Brands. Tool Proficiency: Advanced hands-on experience with Helpdesk tools (Gorgias, Zendesk), Shopify Admin, Shopify CS Apps, and Klaviyo. Skills: Excellent de-escalation skills, problem-solving abilities, customer-centric attitude combined with a business-oriented mindset. Adaptability: Willingness to work flexible or night shifts aligned with US business hours. Key Performance Indicators (KPIs): CSAT (Customer Satisfaction Score): ≥ 92%. First Response Time (FRT): < 15 minutes (during active shift) and < 1 hour (off-shift). Dispute / Chargeback Rate: Maintained strictly below < 0.5% of total transaction volume. Retention Revenue Contribution: 10–15% of total brand revenue generated via customer retention channels. What You Get: Competitive Salary: Negotiable based on competency plus performance-based bonuses. Allowances & Perks: Comprehensive support including lunch, parking, snacks, and company-provided laptops. Financial Growth: 13th and 14th-month salary, with annual salary reviews based on performance. Health & Insurance: Full participation in SHUI (Social, Health, and Unemployment Insurance) per regulations, along with periodic general health check-ups. Company Culture: Bi-annual company trips and gifts/bonuses during holidays and festivals. Direct Impact: Work closely with the Founder to build the company’s core systems from the early stages. Tech Advancement: Opportunities for training and hands-on experience with modern AI models and advanced data analytics. How to Apply: Send your CV (+ Portfolio) to: [email protected] or [email protected] Or connect Zalo: 0942485129 (Vy PSA) Giới thiệu Brands Vietnam là Cộng đồng Marketing và Xây dựng Thương hiệu toàn diện tại Việt Nam, với những sản phẩm và dịch vụ có kết nối chặt chẽ với nhau để phục vụ cho nhu cầu đa dạng của marketers nói chung, người làm kinh doanh nói riêng. Điều khoản Điều khoản Sử dụng Quyền Riêng tư Nội quy cộng đồng