1. JOB DESCRIPTION:

• Support customers in English via live chat, email tickets, and meeting calls. Work with the technical team (developers) and other departments as needed.
• Request positive reviews on the Shopify App Store after customers are satisfied.
• Understand customer needs and goals to guide them in using relevant features.
• Track app usage/behavior to identify high-potential customers (VIP candidates).
• Collaborate with team members to analyze and develop suitable solutions for customer issues.
• Build long-term relationships with key customers to ensure satisfaction, loyalty, and retention.
• Guide customers to value by proactively helping them adopt features, solve problems, and achieve their business goals.
• Be the voice of the customer internally by sharing insights and feedback with product and support teams to improve the overall experience.
• Support analyzing and developing suitable solutions for customer issues.
• Work 5.5 days per week: onsite Monday to Friday + remote Saturday mornings. The office is located in Cau Giay, Hanoi.
• Further details will be discussed during the interview process.

• Good English proficiency in all four skills: Reading, Listening, Speaking, and Writing (IELTS 6.5 or equivalent).
• At least 2 years of experience in Customer Support, Customer Success, or related roles, preferably in the B2B SaaS industry.
• Logical thinking, analytical thinking and understanding of user behavior.
• The ability to use other language(s) is a plus.
• Knowledge and interest in Technology, E-commerce, and Affiliate Marketing.
• Experience in customer support or regular customer interaction.
• Responsible, eager to learn, and strong teamwork spirit.
• Preferred: Experience in CS at a SaaS company, e-commerce, or technology startup.
• Experience in B2B sales or account management is a plus.
• Analytical thinking and understanding of user behavior.

• Base salary: 10-15 million VND/month (based on experience, negotiable during the interview).
• Bonus for each 5-star review received from customers.
• Bonus for convincing customers to higher subscription plans.
• Annual performance-based bonus.
• Holiday bonuses throughout the year.
• Bonus for achieving outstanding accomplishments.
• Salary review every 6 months.
• Priority for transferring to other departments such as Tester, BA, Partnership, Sales, Marketing, etc.
• Work environment with a young, dynamic, and cheerful team.

4. HOW TO APPLY: