Customer Experience Lead

freeC's Client

• Directly handle customer support and VIP customer care (20% of the time)
• Develop customer and VIP care processes and systems under the guidance of the COO (20% of the time)
• Conduct daily training and review sessions to ensure the team follows procedures and fosters a customer-centric “wow service” mindset (30% of the time)
• Gather team ideas and collaborate with the UI/UX design team and Sales team to improve the customer and partner experience (30% of the time)
• Responsible for team KPIs, reporting directly to the COO on methods to maintain and improve KPIs

Requirements:

• Agile, proactive, and self-motivated in exploring the app, understanding platform features, and quickly learning about financial products
• Capable of organizing, managing, and mentoring a team. Candidates with over one year of experience in managing a customer service team are preferred
• Possesses a customer-centric mindset, aiming to provide a "wow service" and dedicated to delivering customer satisfaction
• Has a clear, professional voice and prior experience in outbound customer care calls
• Experienced in using and setting up customer service applications like Zendesk, LiveChat, Intercom, etc.
• Working hours: 9 AM - 6 PM from Monday to Saturday morning. One evening shift from 6 PM - 11 PM per week (with compensatory time off).

• Salary: Competitive (up to 25,000,000 VND)
• 13th-month salary bonus + performance bonus up to 6 months' salary
• Health insurance for official employees
• 12 annual leave days
• Parking allowance as per company policy
• Overtime compensation as per state regulations (200% for weekends and 300% for holidays)
• Opportunity to work in a youthful, friendly, drama-free, enthusiastic, professional startup environment with rapid growth and many opportunities for advancement
• Company trips 3-4 times per year
• Participation in weekly/monthly company events: Friday Happy Hour, birthday celebrations, etc.