Customer Success Specialist

Kỹ Năng & Tech Stack Yêu Cầu

Mô Tả Công Việc

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We are looking for a Customer Success Specialist to own the full merchant journey for our Shopify App — from the moment a prospect sends their first question, through onboarding, and into long-term retention. This is not a pure support role. You will proactively improve the customer experience, build relationships with merchants, and act as the voice of the customer inside the company.Your role & responsibilitiesPresales & merchant supportHandle pre-sales inquiries, onboarding questions, and post-purchase support via Crisp Chat and WhatsApp BusinessFollow support guidelines, macros, and workflows to ensure a consistent, high-quality experienceEscalate technical or complex issues to the relevant internal teams when necessaryConduct video calls (Google Meet, Zoom) to demo the app for prospective customers or walk existing merchants through setup and key features Customer experience improvementMonitor feedback to identify recurring pain points and friction in the merchant journeyContribute ideas to improve onboarding flow, FAQs, help articles, and video guidesAssist in maintaining and updating self-service resources in the help center Customer relationship & retentionBuild genuine relationships with merchants through helpful, solution-oriented communicationEncourage satisfied customers to leave reviews or testimonials at the right momentHandle negative feedback professionally and follow up until the issue is fully resolved Cross-functional collaborationShare recurring feedback and feature requests with the Product Owner and Development teamKeep ticket categorization and documentation organized for internal reportingCollaborate with internal teams to close customer issues efficientlyYour skills & qualificationsBachelor’s Degree preferred1–2 years of experience in Customer Success, Customer Support, or related rolesGood understanding of e-commerce, Shopify ecosystem, or digital products is preferredStrong English communication skills (written & spoken)Customer-oriented mindset with strong communication and problem-solving skillsFamiliarity with support tools such as Crisp Chat, Freshdesk, Zendesk, or similar platforms is a plusExperience creating help center or customer-facing content is a plusBenefits for you Salary: Up to 15M VND Gross + commission, reviewed after the first 2 months and every 6 months. 13th-month salary based on business performance. Working at one of Vietnam’s leading Shopify solution providers with 100% international customers. Birthday gifts, seniority allowance, and company-sponsored coverage for specialization courses or career certifications. Youthful working environment. Clubs for football, running, gaming and more. We respect differences and focus on human development. Working time: 5 days per week, 8:30 to 17:45, Monday to Friday. 13.5 days of paid leave per year (12 statutory days + 1.5 days for the annual company trip). Flexible working hours supported. Regular team-building, picnics, summer trips, and volunteer activities organized by BSS. Convenient office on the 14th, 18th, 19th, and 20th floors with scenic views. Tea, coffee, and drinks are always available. Social Insurance and Health Insurance are covered by the company after 2 months of probation, and other benefits per Labour Law. Địa điểm làm việc Hà Nội: Viwaseen, 48 Tố Hữu, Phường Từ Liêm (quận Nam Từ Liêm cũ) Thời gian làm việc Thứ 2 - Thứ 6 (từ 09:00 đến 18:15)

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