Job description for Customer Success Lead at Penguin Secret Agency PTE, LTD
Role Purpose:
The Customer Success Lead is responsible for safeguarding and maximizing Customer Lifetime Value (LTV) for PSA’s E-commerce and Direct-to-Consumer (DTC) brands in the US market. This role focuses on controlling dispute/chargeback rates and transforming customer care into a sustainable retention revenue stream.
Key Responsibilities:
1. Customer Experience & Retention Management:
● Manage customer support channels (Email, Ticket, Live Chat) targeting the US market with authentic, native-level communication.
● Partner with Brand Owners to design upsell, cross-sell, and win-back retention campaigns to maximize customer lifetime value.
2. Dispute & Payment Gateway Management (Chargebacks):
● Actively resolve disputes, claims, and chargebacks across Stripe, PayPal, and Merchant Accounts to maintain risk metrics within safe operating thresholds.
● Coordinate with US logistics carriers to resolve order delays, lost shipments, and fulfillment issues.
3. Systemization & Voice of Customer (VoC):
● Configure and optimize Helpdesk platforms (Gorgias, Zendesk, Klaviyo, AI Chatbots) and maintain up-to-date Knowledge Base / FAQs.
● Synthesize weekly customer feedback reports to deliver actionable product improvement insights to R&D and Brand teams.
Candidate Profile & Requirements:
● Language: Native or near-native English proficiency, specifically in written communication suited for US consumers (empathetic, natural, and persuasive).
● Experience: 2+ years in Customer Success or Customer Support roles within Cross-border E-commerce, Dropshipping, or US/EU DTC Brands.
● Tool Proficiency: Advanced hands-on experience with Helpdesk tools (Gorgias, Zendesk), Shopify Admin, Shopify CS Apps, and Klaviyo.
● Skills: Excellent de-escalation skills, problem-solving abilities, customer-centric attitude combined with a business-oriented mindset.
● Adaptability: Willingness to work flexible or night shifts aligned with US business hours.
What You Get:
● Competitive Salary: Negotiable based on competency plus performance-based bonuses.
● Allowances & Perks: Comprehensive support including lunch, parking, snacks, and company-provided laptops.
● Financial Growth: 13th and 14th-month salary, with annual salary reviews based on performance.
● Health & Insurance: Full participation in SHUI (Social, Health, and Unemployment Insurance) per regulations, along with periodic general health check-ups.
● Company Culture: Bi-annual company trips and gifts/bonuses during holidays and festivals.
● Direct Impact: Work closely with the Founder to build the company’s core systems from the early stages.
● Tech Advancement: Opportunities for training and hands-on experience with modern AI models and advanced data analytics.
Workplace: Tropic Garden A2 - Thao Dien - HCM
Work Hours: Mon–Fri: 9:00–17:30 (1.5h lunch break) Sat morning (Remote): 8:00–12:00
