Role Overview
We are looking for a Customer Success & Operation who will take end-to-end ownership of our digital product lifecycle while ensuring seamless customer experience and operational excellence. In this leadership role, youll work cross-functionally with engineering, business units, and customer service teams to deliver AI-powered solutions that maximize value for users and drive business growth.
Job Description
1. Customer Service:
- Solve customer inquiries via online ticketing system.
- Professionally resolve customers questions, submitted to our customer support channels.
- Build and enhance knowledge base/help center via online platform.
- Compile reports for major questions and key CS metrics tracking.
- Operate withdrawal/deposit request.
- Support with system monitoring, reconciling daily financial reports.
- Train other members if needed.
2. Community Management:
- Help customers to stay informed about the company&aposs update through different social media channels.
- Manage day to day outbound communications and track key metrics.
- Maintain communication with moderators to drive our community.
- Create and administer surveys & share results with operation teams.
- Conduct market research to become the market expert of your region, and report for emerging trends and potential opportunities.
3. Localization and Testing:
- Participate in testing platforms as a user and report localization errors and bugs.
- Translate from English to your native language.
- Test translations and new functionalities before an update is released.
4. Sales & Marketing System Operation
- Support to create content writing & video for marketing/sale materials based on basic operation of supporting systems like Canva, Capcut, etc
- Research new technology to integrate into current work and boost team productivity for example using AI tools for creating marketing contents or support operation flows.
- Operate and monitor affiliate or sale management systems.
- Monitor and Reports as a daily/weekly basis to the direct manager.
Requirements
- Proven work experience of 3+ years as a Customer Service Representative, 1 year as the leader in the technology industry.
- Have experience using ticketing/ email systems such as Zendesk, or other supporting CRM platforms.
- Holding a good understanding about CRM systems is a must for a senior position.
- Having 2-3 years experience of team management is a plus for a senior.
- Have passion with NFT, Crypto is a plus.
- Can work under minimal supervision.
- Ability to multitask.
- Good at time management.
- Ability to understand a player&aposs concerns or situations easily.
- Ability to handle difficult players in a professional and polite manner.
- Good communication skills.
- English proficiency is a must.
Remuneration Package:
- Working hours: 9:00 17:00 (5 days per week); Breaking time: 12:00-13:00
- Salary: Competitive with lucrative add-ons (based on skills and experience)
- Performance review: 2 times/year
- Premium PVI Insurance Package
- Transportation allowance and free parking included.
- Technical seminars and workshops annually.
- Free snack, coffee, tea available.
- Variety of corporate events: weekly tea-break, monthly birthday parties, quarterly team building to New Year party, company trip etc.
- Friendly, open and fast-paced environment where every idea is welcomed.
- Other benefits as per stated in Vietnamese Labor Law
Contact:
- Email: [Confidential Information]
- Phone: +84 24 6287 0333
