Job description for Customer Success Specialist at Bss Group
Role Overview
We are looking for a Customer Success Specialist to own the full merchant journey for our Shopify App — from the moment a prospect sends their first question, through onboarding, and into long-term retention. This is not a pure support role. You will proactively improve the customer experience, build relationships with merchants, and act as the voice of the customer inside the company.
Key Responsibilities
Presales & merchant support
- Handle pre-sales inquiries, onboarding questions, and post-purchase support via Crisp Chat and WhatsApp Business
- Follow support guidelines, macros, and workflows to ensure a consistent, high-quality experience
- Escalate technical or complex issues to the relevant internal teams when necessary
- Conduct video calls (Google Meet, Zoom) to demo the app for prospective customers or walk existing merchants through setup and key features
Customer experience improvement
- Monitor feedback to identify recurring pain points and friction in the merchant journey
- Contribute ideas to improve onboarding flow, FAQs, help articles, and video guides
- Assist in maintaining and updating self-service resources in the help center
Customer relationship & retention
- Build genuine relationships with merchants through helpful, solution-oriented communication
- Encourage satisfied customers to leave reviews or testimonials at the right moment
- Handle negative feedback professionally and follow up until the issue is fully resolved
Cross-functional collaboration
- Share recurring feedback and feature requests with the Product Owner and Development team
- Keep ticket categorization and documentation organized for internal reporting
- Collaborate with internal teams to close customer issues efficiently
Required Skills & Qualifications
- Bachelor’s Degree preferred
- 1–2 years of experience in Customer Success, Customer Support, or related roles
- Good understanding of e-commerce, Shopify ecosystem, or digital products is preferred
- Strong English communication skills (written & spoken)
- Customer-oriented mindset with strong communication and problem-solving skills
- Familiarity with support tools such as Crisp Chat, Freshdesk, Zendesk, or similar platforms is a plus
- Experience creating help center or customer-facing content is a plus
Benefits
- Salary: Up to 15M VND Gross + commission, reviewed after the first 2 months and every 6 months. 13th-month salary based on business performance.
- Working at one of Vietnam’s leading Shopify solution providers with 100% international customers.
- Birthday gifts, seniority allowance, and company-sponsored coverage for specialization courses or career certifications.
- Youthful working environment. Clubs for football, running, gaming and more. We respect differences and focus on human development.
- Working time: 5 days per week, 8:30 to 17:45, Monday to Friday. 13.5 days of paid leave per year (12 statutory days + 1.5 days for the annual company trip). Flexible working hours supported.
- Regular team-building, picnics, summer trips, and volunteer activities organized by BSS.
- Convenient office on the 14th, 18th, 19th, and 20th floors with scenic views. Tea, coffee, and drinks are always available.
- Social Insurance and Health Insurance are covered by the company after 2 months of probation, and other benefits per Labour Law.
