Job Requirements
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Skills
Job description for Customer Success Leader (Remote) at Boost Commerce
- Handle tickets to support customers.
- Monitor team workload and distribute resources effectively, especially in urgent situations.
- Monitor and propose general solutions for repeated issues to limit them from happening again.
- Support team members in complicated cases.
- Follow-up and Keep improving strategies with CSM to retain customers, get back the lost customers, decrease churn rate, etc.
- Monitor, ensure, improve and maximize the performance of the team & individuals.
- Do periodic reports on team productivity, frequent issues, request types that take lots of time to implement, etc.
- Collaborate with cross-timezone teams to solve issues.
- Support CSM to improve collaboration among different teams of different time zones.
- Be a mentor and take care of the team members, and timely report abnormalities to the management team.
- Work with CSM to do planning (Quarterly / Monthly) then follow up on the progress.
- Optimize current Workflow as well as propose/create new Workflow if needed.
- Review - Optimize - Create internal/external documents so that the team members/customers can easily find out the necessary information.
- Be the main one in charge to follow up on the training progress of the Newbies in your sub-team.
- Other tasks and projects assigned by CSM and Management Team.
- At least 2+ years of customer success lead experience in a software product company.
- Good English skills (IELTS > 6.5).
- Strong communication (verbal and written) and interpersonal skills.
- Customer orientation and ability to adapt/respond to different types of characters, ability to stay calm when customers are stressed or upset.
- Good at problem-solving, logical thinking, and decision-making skills.
- Empathetic, patient, positive attitude with a desire to help customers reach their goals.
- Pay attention to every detail/aspect of the work.
- Demonstrate leadership qualities.
- Ability to communicate effectively and positively with customers, members, and managers.
- Proactive, supportive, respectful, equitable, accountable
- Open-minded, effective communication & collaboration (active listening, constructive feedback), positive and can-do attitude
- Critical thinking; thoughtful, think about the root cause & consequence from multiple views, has vision and observation skills, decision-making skill, customer-oriented
- Trust team members and willing to delegate if possible
- Willing to expand knowledge & skills
- Emotional intelligence
- Leadership skills, be a good mentor
- Long term commitment
- 100% remote culture. Live and work from wherever you feel happiest.
- 13th-month salary and bonuses.
- Offers allowance for any classes supporting the physical and mental health of employees, such as gyms, fitness, yoga, dancing, vocal, etc.
- Day-off: 14 days/year and Vietnam holidays.
- MacBook provided after probation.
- Online Meet-ups: Weekly Happy Hour, Weekly Monday Funday, Internal Mini Games and Contests, Virtual Online Parties, etc.
- Offline Meet-ups: All team Co-work, Monthly Meet-ups, Year-End Parties, etc.
- Boost Company Trips.
- Technical and general workshops in the company.
- Free online learning and reimbursements for selected courses.
- Bao Viet Premium Health Care Insurance (after 3 months in the role).
- Annual health check-up at Premium Clinics.
- Great chance to improve your expertise/skills and English communication via international exposure.
- Get support and work with talented and friendly members.
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