Job description for Customer Success Executive at BETTER HR VIETNAM
Better HR is a cloud-based Human Capital Management System (HCMS) and Payroll platform available on both website and mobile app. Our solution helps businesses digitize and automate HR processes, including attendance tracking, leave management, overtime requests, recruitment, performance management, and payroll.
Today, 1,000+ companies across Myanmar, Sri Lanka, Singapore, Cambodia, and Vietnam trust Better HR to manage 100,000+ employees and process over USD 9 million in payroll every month.
We are seeking a proactive and highly responsive Customer Success Executive to support new and existing clients, ensuring they fully leverage our platform’s capabilities and receive top-tier service.
Learn more about Better HR:
• Website: https://www.betterhr.com/vi-vn
• LinkedIn: https://www.linkedin.com/company/joinbetterhr/
I. KEY RESPONSIBILITIES
1. Customer Support & Issue Resolution
- Deliver timely, high-quality support via live chat, phone, and email, targeting a 1 minute first response time.
- Troubleshoot technical issues, recommend best practices, and escalate complex cases when needed.
- Maintain accurate records of customer interactions in the ticketing system.
2. Onboarding & Implementation
- Guide new customers through onboarding and ensure a smooth implementation of the Better HR platform.
- Conduct platform walkthroughs covering key features such as attendance, payroll, and leave management.
- Collaborate with Sales, Product, and other teams to ensure a seamless transition, from trial to paid customers.
3. Training & Product Adoption
- Monitor product usage and proactively support customers with low engagement.
- Deliver virtual or on-site training tailored to different user groups.
- Create and maintain training materials, FAQs, and user guides to drive product adoption and self-service.
4. Customer Relationship Management
- Build strong relationships by understanding customer goals and helping them maximize the value of Better HR.
- Conduct regular business reviews, gather feedback, resolve concerns, and identify upsell or cross-sell opportunities.
- Serve as the primary point of contact for key accounts.
5. Customer Feedback & Continuous Improvement
- Collect customer feedback and collaborate with the Product team to improve the platform.
- Analyze support trends to enhance customer experience and reduce recurring issues.
- Contribute to the Customer Success knowledge based on sharing best practices.
II. REQUIREMENTS
- Bachelor's degree in Business Administration, Human Resources, or related field.
- 1–3 years of experience in Customer Success/ Customer Support. Experience in SaaS, EdTech, or related industries is highly preferred.
- Hands-on experience in customer onboarding, training, and issue resolution.
- Good command of English
- Excellent presentation and interpersonal skills.
- Strong problem-solving skills with a customer-first mindset.
- Highly organized, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
- Proactive, detail-oriented, and passionate about helping customers succeed.
III. BENEFITS
- Competitive salary package.
- Attractive performance-based bonuses (Trial conversion, Renewal Success)
- Probation: 100% salary
- Lunch and phone allowances, plus free parking.
- Company-provided working equipment
- Social, health, and unemployment insurance.
- Collaborate with an international team in a dynamic, fast-paced tech startup.
- Grow your career and deepen your expertise in B2B Sales, HR Tech, and SaaS.
IV. WORKING INFORMATION
- Location: Better HR Vietnam Office - 27 Hoang Hoa Tham, Gia Dinh Ward, Ho Chi Minh City (former Binh Thanh District)
- Working Hours: Monday – Friday (8:30 AM – 6:00 PM); 1.5-hour lunch break
V. HOW TO APPLY:
- Email: [email protected]
