Global Head of Customer Support lương 80 triệu

Summary

  • Tech Skills

    Ecommerce

    SaaS

  • Job level
    Experienced (Non-Manager)
  • Work location
    Hanoi
  • Language
    English
  • Type
    Full Time
  • Salary
    Up to 3,800 usd per month
  • Deadline
    31/07/2018

Business profile

Vietinterview

Agrinewspaper Building, Dinh Nghe, Cầu Giấy, Hà Nội, Việt Nam

: 25-99


Công Ty Cổ phần Công nghệ Thành Công Á Châu - Vietinterview, Way To Success.

Vietinterview is a brand of Asia Thanh Cong Technology JSC, the pioneer in providing enterprise software solutions based on video platform in the Vietnamese market.

The successful products of our company include:

- Video and online interview system

- E-learning training system which integrated with video

- Online meeting room system for businesses.

These products have been used by many large enterprises and this is to help Vietinterview affirm its name and become the leading provider of video software solutions in Vietnam.

Job description

1. Drive Customer Support Performance
a. Define and track key Customer Support metrics
b. Empower team to meet expected goals
c. Expose subset of metrics to executive team, company and board

2. Lead World Class Customer Support Team
a. Recruit highly experienced and motivated team members
b. Create rapid onboarding process for new team members
c. Create clear responsibilities and ensure full ownership within the team
d. Ensure full alignment between CS and other departments
e. Encourage continuous learning and best practice application
f. Be the leader in customer advocacy within the team and ensuring that everyone
within that team has the same mindset.
g. Manage a growing customer support team of 30+ people
h. Working with Customer Success Managers globally on troubleshooting and
resolution of specific issues

3. Inspire Customer Success Across Company
a. Advocate and support a customer success driven organization
b. Align with Production around achieving customer success outcomes
c. Align with Platform Team around driving product roadmap based on customer
feedback
d. Align with Sales around up-sell and cross-sell
e. Align with Executive Team around key metrics and objectives
f. Create company-wide customer feedback loop

Job requirement

● Strong understanding of E-commerce
● 5+ years senior management experience
● Experience from SaaS companies is preferred
● Highly analytical, process-oriented and executing mindset
● Data-driven
● Excellent communication and people skills
● Strong empathy for customers, and a customer first mindset
● Demonstrated desire for continuous learning and improvement of themselves and
the team they oversee
● Flexibility to schedule calls around the clock

Language

  • English : (Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate)

Technical skills

  • Ecommerce
  • SaaS

Competences

  • Analytic Skills
  • Communication Skills

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