Job Title: Team Lead – Customer Support
Location: Vietnam
Language Requirement: Mandarin – Native or Certified (mandatory)
Role Summary
We are seeking an experienced Customer Support Team Lead to manage and guide a Mandarin-speaking support team, ensuring high-quality customer service, operational efficiency, and SLA adherence.
Key Responsibilities
- Lead, coach, and supervise a team of customer support executives
- Ensure excellent customer experience across all touchpoints
- Monitor team performance, KPIs, SLAs, and quality metrics
- Handle escalated customer issues and provide timely resolutions
- Conduct regular training, feedback, and performance reviews
- Coordinate with internal stakeholders to improve processes
Required Qualifications
- 2–5 years of experience in Customer Support, including minimum 1 year as Team Lead
- Mandarin proficiency – Native or Certified (HSK/recognized equivalent)
- Fluent in English (spoken and written)
- Strong people management and communication skills
- Experience in contact center/BPO environment preferred
Preferred Skills
- Familiarity with CRM tools and customer support platforms
- Ability to work in a fast-paced, multicultural environment
