Trách nhiệm chính

Manage and optimize customer support channels including Hotline, Ticketing System, Live Chat, and Email.
Monitor service quality, response time, resolution rate, and overall customer experience.
Coordinate with BD, Product, Technical and TnS teams to resolve customer issues.
Develop and improve support processes, SOPs, workflows, and service standards.
Manage, develop, and coach the Collaborator Team while monitoring performance and productivity.
Analyze support tickets and customer feedback to identify pain points, product gaps, and growth opportunities.
Generate reports and actionable recommendations for leadership.
Design and execute customer surveys (CSAT, NPS) and convert findings into improvements.
Explore and implement AI tools to automate tasks and improve operational productivity.
Build dashboards and track key metrics like SLA, First Response Time, and Escalation Rate.

Yêu cầu công việc

5+ years of experience in Customer Support, Customer Success, Operations, Business Operations, Customer Experience, or related functions.
Bachelor’s degree in Business, Economics, Marketing, or related fields.
Experience managing vendors, outsourcing teams, or Collaborator team.
Strong analytical, problem-solving, and organizational skills.
Experience working with data, reporting, and operational analysis.
Proficiency with CRM, Ticketing Systems, BI tools, or workflow automation tools.
Practical experience applying AI tools for productivity.
Good written and verbal English communication skills.

Yêu cầu ưu tiên

Experience in AdTech, MarTech, SaaS, Digital Platforms, E-commerce, Fintech, or Technology industries.

Mức lương

Hình thức làm việc

Thông tin khác

Senior Customer Support Executive