Customer Support Leader (Saas/Shopify) Công Ty TNHH TMZ

To become an E-commerce company providing robust technology platforms for merchants and the Cross-Border E-commerce ecosystem, TMZ is introducing technology products – Software As A Service, with many interesting highlights and potential for global merchants worldwide.

To achieve this goal, TMZ is seeking a highly motivated and experienced individual to join our team as a SaaS Customer Support Team Leader. You will play a crucial role in ensuring customer satisfaction and loyalty, while also contributing to the overall success of our company, leading and growing our customer support team and technical support team. This is a new role to help us expand and provide even better customer support to our growing customer base.

Responsibilities:

Customer Satisfaction: Monitor customer feedback and satisfaction metrics, implementing strategies to continuously improve customer experience.

Ensure that customer inquiries are handled promptly and effectively across various channels (email, live chat, phone).

Handle complex customer issues and escalations, working to resolve them promptly and satisfactorily.

Build and propose the new support workflow to retain customers, earn 5-star reviews on Shopify app store, and reduce the churn rate.

Collaboration: Work closely with product development, sales, and marketing teams to relay customer feedback and contribute to product enhancements.

Reporting: Prepare regular reports on support team performance, customer satisfaction, and key metrics for senior management.

Team Leadership: Build and develop a new team of customer support representatives to provide outstanding service to our customers.

Training & Development: Develop training materials and conduct regular training sessions to ensure the team is knowledgeable about our products and services.

NOTE: This role will initially involve high contact time with customers. As the team expands, your role will swing towards spending more time managing, coaching and analysing.

Benefit:

Salary: Up to $1500 per month (negotiable) with performance-based bonuses, reviewed every 6 months.

Welfare policies in accordance with state labor laws and company regulations.

Comprehensive health check-up sponsorship once a year.

Participation in team-building activities and travel twice a year.

Experience a drama-free workplace where collaboration, kindness, and support are the norm. Our leadership team is dedicated to providing the encouragement and assistance you need to excel in your role.

Personal Development:

Fast-track your career: Join our pioneering team in launching products in international markets, and grow with the product’s scalability.

Unlimited learning opportunities: Enhance your skills through a comprehensive training program, mentorship, and guidance from leaders.

Working environment: TMZ was established with the mission of creating a work environment where everyone can live and work to their fullest potential, be given opportunities, and be encouraged to explore their immense capabilities. This allows our employees to develop and achieve a better future.

You’ll be given the reins to drive initiatives forward and make a real impact. You’ll also have the opportunity to work closely with the founding team and contribute directly to the success of our products and business as a Key Builder

Unlock the opportunity to actively engage in the growth journey of a cutting-edge SaaS business specializing in E-commerce. Dive into the challenge of exploring the global market landscape.

Ample space to unleash your full potential and abilities with a leadership team ready to provide support.

With us, you’re not just an employee; you’re a key player in our journey towards success. Seize the opportunity to advance your career at an unprecedented pace. Let’s embark on this journey together. Apply now to be a part of something extraordinary!

Qualifications:

At least 4 years+ experience in Customer Support prefer proven experience in leading a CS team, ideally for a global Saas company (B2B) and looking for the next challenge to grow our customer support team here at TMZ.

Familiarity with Shopify and its ecosystem is highly desirable.

Strong problem-solving abilities and a customer-centric mindset.

Have an obsession with delivering exceptional customer experience, creating and implementing strategies that are backed up with metrics.

Have excellent attention to detail, alongside the ability & willingness to work quickly.

Comfortable using customer support software, CRM systems, and other related technologies.

Fluent 04 skills in English (Writing, Reading, Listening and Speaking)

Excellent leadership, communication, and interpersonal skills.

Have an understanding of operational processes, along with knowledge of how to build teams and reporting structures.

Bachelor’s degree in Business, Communications, or a related field is preferred.

Self-motivated, proactive, and able to work in a fast-paced, dynamic environment.