Customer Service Manager (Vietnamese)

ZERO Markets is a global financial services provider operating through multiple regulated entities, offering a range investment solutions. ZERO Markets is committed to delivering secure, reliable, and transparent services to clients worldwide. With a focus on compliance and trust, ZERO Markets serves diverse client needs, fostering growth and accessibility in modern financial markets.

This is a full-time, on-site role for a Customer Service Manager. You will build the CS function from scratch — the playbook, the team, the scripts, the SLAs — and then defend our company's reputation one client interaction at a time. Your will build the team with up to 5 members and handles the front-line volume; the complex cases, the escalations, and the systemic improvements that keep clients loyalty. The role also involves analyzing customer feedback, resolving issues promptly, and maintaining high levels of customer satisfaction. The Customer Service Manager will also implement strategies to improve service quality and team performance while fostering continuous improvement within customer support processes.

▸ Build and localize the CS Playbook: Create the definitive The company in Vietnam CS playbook from global standarts: conversation scripts, escalation flowcharts, FAQ library, Telegram OA protocols, withdrawal SLA procedures, and crisis response templates.

▸ Hire and Lead the Team: Hire, onboard, and continuously develop a team up to 5 CS specialists. Run weekly team huddles and monthly performance reviews.

▸ Own All KPIs: Personally accountable for the team's KPIs. Build the dashboards and intervene proactively when metrics slip.

▸ Complex Case Escalation: Handle all escalated cases personally: withdrawal disputes, account blocks, KYC issues, and potential chargeback situations. Coordinate directly with HQ Product team and global compliance on resolution.

▸ Help Centre Ownership: Build and maintain a comprehensive Vietnamese-language Help Centre covering every common user question.

▸ Product Feedback Loop: Synthesise client complaint patterns into weekly product and marketing feedback for the team. The CS team is the company's best source of product intelligence.

▸ Payment & Platform Liaison: Own the relationship with the product team on all payment gateway issues, platform bugs. Resolve issues within agreed SLAs and communicate proactively with affected clients.

• 3–5 years in a senior CS or support role, preferrably at fintech or finance industry

• 2+ years experience directly managing a support team

• Hands-on experience with call centers set up, live chat tools and CRM ticketing systems

• Experience handling withdrawal disputes and KYC compliance.

• Empathetic problem-solver who de-escalates client frustration without making promises that can't be kept

• Rigorous process builder — documents everything, trains to standard, measures outcomes

• Fluent Vietnamese; business English sufficient to communicate with HQ and read platform documentation

• Strong analytical skills for reading CS dashboards and identifying improvement levers

• Client-obsessed: sees every complaint as a retention and referral opportunity, not a cost

• Ownership mentality: if a client has a bad experience, it's personal

• Collaborative with local team to improve the product base on client feedback — trust and CS are two sides of the same coin

• Builder: energised by creating a world-class support function from a blank page