Working Location:16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Team:CS
Line report:CEO
Lixiboxis a full-stack one-stop omni-channel solution for luxury affordable brands to reach GenZ consumers in Vietnam, one of the fastest growing regions in the world. We focus on optimizing operation by leveraging an in-house agency and the in-house technology solutions to bring the most effective brand launching that would benefit the end consumers.
We are seeking a dynamic and experienced Customer Service Manager to lead and scale both Customer Service (CS) and Telesales operations across Vietnam and international markets (especially the US). The ideal candidate will have a strong track record in telesales management, customer satisfaction, and e-commerce platforms like Shopee, TikTokShop, Shopify, and Amazon.
This role is pivotal in driving revenue through sales enablement, managing and developing high-performing teams, and enhancing the customer experience through automation, coaching, and cross-functional collaboration.
Responsibilities
- Manage daily operations of Customer Service and Telesales teams to ensure service quality, target achievement, and consistent performance across all channels.
- Build, scale, and manage the international CS team (starting with the US market) while coordinating closely with the Vietnam-based team.
- Monitor key performance metrics and drive improvements in conversion, upsell, cross-sell, and customer satisfaction.
- Develop and standardize SOPs, sales scripts, escalation processes, and response templates for CS and telesales.
- Set KPIs, conduct performance reviews, and lead coaching, hiring, onboarding, and performance management initiatives.
- Oversee omnichannel customer support (email, phone, live chat, social, marketplaces) and handle escalated customer cases.
- Leverage data, analytics, CRM tools, and automation to optimize workflows, reporting, and capacity planning.
- Collaborate with internal teams to enhance customer journey, UI/UX, service consistency, and long-term customer loyalty.
Qualifications
- 5+ years experience in managing Customer Service and/or Telesales teams (preferred team size 50-100+ members).
- Proven track record managing e-commerce operations with platforms like Shopee, TikTokShop, Shopify, Amazon.
- Experience handling both Vietnam & international markets (especially the US) and cross-border logistics/sales challenges.
- Strong English and Vietnamese communication skills (written and verbal).
- Proficient in using CRM and helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk), and marketing/sales automation tools.
- Excellent analytical skills, with experience in tracking KPIs and building performance dashboards.
- Proven ability to build scripts and flows for automation, upsell, and customer retention.
