428 Customer Service & Helpdesk jobs in Vietnam
Lead Customer Success Manager - SaaS
41000 Pleiku, Gia Lai
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Our client is seeking an experienced and proactive Lead Customer Success Manager to build and nurture strong, long-lasting relationships with their key clients. This role is essential for ensuring our clients maximize the value they derive from our innovative SaaS platform. You will manage a portfolio of high-value accounts, serving as the primary point of contact and trusted advisor. Your responsibilities include understanding client business objectives, onboarding new customers effectively, driving product adoption, and proactively identifying opportunities for upsell and cross-sell. You will be instrumental in developing and implementing customer success strategies, including proactive outreach, training programs, and success planning. This role requires a deep understanding of SaaS business models and customer lifecycle management. You will also monitor customer health metrics, identify potential churn risks, and implement mitigation strategies. Collaboration with sales, product, and support teams is critical to ensure a seamless customer experience. The ideal candidate will possess exceptional communication, interpersonal, and problem-solving skills. A passion for technology and a customer-centric mindset are paramount. You will be responsible for mentoring and guiding junior Customer Success Managers, contributing to the development of best practices within the team. Leading customer retention initiatives and advocating for customer needs internally will be key components of your role. If you are driven by customer advocacy and possess a proven ability to deliver exceptional client outcomes, we invite you to join our team.
Key Responsibilities:
Key Responsibilities:
- Manage and grow a portfolio of enterprise client accounts.
- Develop and execute customer success plans.
- Drive product adoption and ensure client value realization.
- Onboard new customers and provide ongoing training.
- Identify and mitigate churn risks.
- Proactively seek opportunities for upsell and cross-sell.
- Serve as the primary point of contact for key clients.
- Collaborate with sales, product, and support teams.
- Monitor customer health and satisfaction metrics.
- Provide strategic guidance and best practice recommendations to clients.
- Mentor and lead junior Customer Success Managers.
- Bachelor's degree in Business, Marketing, or a related field.
- Minimum of 6 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS.
- Proven track record of managing enterprise accounts and driving customer retention.
- Strong understanding of SaaS products and business models.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to build strong client relationships.
- Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
- Strong problem-solving and analytical skills.
- Leadership experience or potential is highly desired.
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Lead Customer Success Manager, SaaS Solutions
94000 Can Tho , Can Tho
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Our client is looking for an experienced and enthusiastic Lead Customer Success Manager to join our fully remote team, focusing on ensuring our clients derive maximum value from our innovative SaaS solutions. This pivotal role involves building and nurturing strong, long-term relationships with our customer base, proactively addressing their needs, and driving adoption and retention. You will be responsible for developing and executing customer success strategies, onboarding new clients, providing ongoing support, and identifying opportunities for upselling and cross-selling. As a remote-first organization, effective virtual communication and a proactive approach to client engagement are essential. We expect you to be a trusted advisor, understanding client business objectives and translating them into tangible results using our platform. Key responsibilities include managing a portfolio of key accounts, conducting regular check-ins and business reviews, resolving customer issues efficiently, and gathering feedback to inform product development. The ideal candidate will possess excellent interpersonal and communication skills, a deep understanding of SaaS business models, and a proven track record in customer relationship management and retention. A proactive, problem-solving mindset and the ability to work independently in a remote setting are crucial. You will also be involved in developing customer success playbooks and training materials, and collaborating with sales and product teams to enhance the overall customer experience. If you are passionate about customer advocacy and thrive in a remote, client-facing role, we encourage you to apply. Your success will be measured by our clients' success.
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Customer Support Specialist - Technical Assistance
53000 Thuy Van
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Our client is seeking a dedicated and customer-focused Customer Support Specialist to provide exceptional technical assistance to their user base. This is an on-site role located in **Hue, Thua Thien–Hue, VN**, requiring you to be present in the office to effectively manage customer interactions and provide hands-on support. As a Customer Support Specialist, you will be the primary point of contact for customers experiencing issues with our client's products or services. Your role will involve troubleshooting technical problems, guiding users through solutions, and ensuring a high level of customer satisfaction. You will be responsible for responding to customer inquiries via phone, email, and chat, documenting issues and resolutions accurately in the CRM system, and escalating complex problems to higher technical support tiers when necessary. A deep understanding of the company's product offerings and common technical challenges is crucial. You will also contribute to building a knowledge base of FAQs and troubleshooting guides to empower customers to self-serve. Excellent communication skills, both written and verbal, are paramount, as is the ability to remain calm and empathetic under pressure. The ideal candidate is a patient problem-solver with a genuine desire to help others. Prior experience in a customer service or technical support role is highly desirable. Familiarity with ticketing systems and remote support tools would be an advantage. You will work collaboratively with the support team, sharing insights and feedback to continuously improve the customer experience. This role is ideal for someone who thrives in a fast-paced environment and enjoys interacting directly with customers to resolve their issues. Responsibilities:
- Provide first-level technical support and customer service to users via phone, email, and live chat.
- Troubleshoot and resolve customer issues related to product functionality and service access.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Guide customers through step-by-step solutions and provide clear, concise instructions.
- Escalate unresolved issues to senior support staff or relevant departments.
- Contribute to the development and maintenance of customer support documentation and knowledge base articles.
- Identify recurring customer issues and provide feedback to the product and development teams.
- Maintain a high level of customer satisfaction through proactive communication and problem-solving.
- Adhere to established support procedures and service level agreements (SLAs).
- Participate in team meetings and training sessions to enhance product knowledge and support skills.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 1-2 years of experience in customer service or technical support.
- Excellent verbal and written communication skills in Vietnamese and English.
- Strong problem-solving and analytical abilities.
- Patience, empathy, and a customer-centric attitude.
- Proficiency with common computer software and operating systems.
- Experience with CRM or ticketing systems is a plus.
- Ability to work effectively in a team environment and manage time efficiently.
- Must be able to commute to the **Hue, Thua Thien–Hue, VN** office daily.
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Customer Support Specialist - Technical Assistance
500000 An Thanh
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Our client is seeking a motivated and customer-focused Customer Support Specialist to join their expanding team. This is a fully remote position, offering the flexibility to work from home. You will be the primary point of contact for customers, providing exceptional technical assistance and resolving inquiries efficiently and effectively. Your role will involve troubleshooting issues, guiding users through product features, and ensuring a positive customer experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide technical support and troubleshooting for software and hardware issues.
- Guide customers through product features, setup, and usage.
- Identify, document, and escalate complex issues to the appropriate teams.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Proactively identify opportunities to improve customer satisfaction and product usability.
- Collaborate with cross-functional teams to resolve customer issues.
- Adhere to service level agreements (SLAs) and quality standards.
- Gather customer feedback and share insights with product and development teams.
Qualifications:
- Proven experience in a customer support or technical helpdesk role.
- Strong understanding of troubleshooting methodologies and common technical issues.
- Excellent communication, active listening, and problem-solving skills.
- Proficiency in using customer support software and ticketing systems.
- Ability to explain technical concepts clearly to a non-technical audience.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively in a remote environment.
- Strong organizational skills and attention to detail.
- High school diploma or equivalent; a technical degree or certification is a plus.
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Senior Customer Success Manager
53000 Thuy Van
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Our client is seeking a results-driven and highly organized Senior Customer Success Manager to build and maintain strong relationships with their valued clientele. This role is crucial for ensuring customer satisfaction, retention, and growth. You will be responsible for understanding customer needs, providing strategic guidance, and ensuring they derive maximum value from our client's products and services. Key duties include onboarding new clients, proactively addressing customer inquiries and issues, conducting regular check-ins and business reviews, and identifying opportunities for upselling and cross-selling. The ideal candidate will possess exceptional communication and interpersonal skills, a deep understanding of customer relationship management principles, and a proven ability to solve problems effectively. You must be adept at navigating complex client situations and advocating for customer needs internally. Experience with CRM software and customer success platforms is essential. This position requires a dedicated individual who is passionate about delivering outstanding customer experiences and is comfortable working within our Hue, Thua Thien–Hue, VN office location. If you are a proactive, client-focused professional with a commitment to fostering long-term partnerships, we invite you to apply.
Responsibilities:
Responsibilities:
- Manage a portfolio of key customer accounts, ensuring high levels of satisfaction and retention.
- Develop and execute customer success plans tailored to individual client needs and goals.
- Onboard new customers efficiently and effectively, facilitating product adoption.
- Serve as the primary point of contact for customer inquiries and escalations.
- Proactively identify and address potential customer issues before they arise.
- Conduct regular business reviews to demonstrate value and identify opportunities for growth.
- Collaborate with sales, product, and support teams to ensure a seamless customer experience.
- Gather customer feedback and provide insights to inform product development and service improvements.
- Track key customer success metrics and report on account health.
- Drive adoption of new features and services within existing accounts.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 4 years of experience in customer success, account management, or client relations.
- Proven ability to build and maintain strong, long-lasting customer relationships.
- Excellent communication, presentation, and problem-solving skills.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success tools.
- Strong understanding of customer lifecycle management and retention strategies.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Proactive approach to identifying and resolving customer challenges.
- Detail-oriented with strong organizational skills.
- Experience in a client-facing role within the technology or software industry is preferred.
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Technical Support Specialist - Tier 2
09000 Bien Hoa, Dong Nai
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Our client is seeking a dedicated and skilled Technical Support Specialist (Tier 2) to join their customer service team in Bien Hoa, Dong Nai. This role is crucial in providing advanced technical assistance to customers experiencing complex issues with our products and services. You will be the escalation point for Tier 1 support, requiring in-depth technical knowledge and exceptional problem-solving abilities.
Key Responsibilities:
Key Responsibilities:
- Providing advanced troubleshooting and problem resolution for customer technical issues.
- Analyzing customer issues and determining the root cause of problems.
- Escalating unresolved issues to appropriate internal teams (e.g., engineering, development).
- Documenting technical issues and resolutions in the knowledge base.
- Communicating technical solutions to customers in a clear and understandable manner.
- Assisting Tier 1 support agents with complex inquiries and providing guidance.
- Participating in the continuous improvement of support processes and documentation.
- Testing new product features and providing feedback on usability and stability.
- Maintaining high levels of customer satisfaction through efficient and effective support.
- Identifying recurring issues and recommending product or process improvements.
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5
Remote Customer Success Manager
10000 An Cu, An Giang
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Our client is seeking a highly motivated and customer-centric Customer Success Manager to join their team in a fully remote capacity. This role is pivotal in building and maintaining strong relationships with clients, ensuring they achieve maximum value from our client's products or services. Your responsibilities will include onboarding new customers, providing ongoing support and guidance, and proactively identifying opportunities for upselling or cross-selling. You will be the primary point of contact for a portfolio of clients, acting as their advocate within the company.
The ideal candidate will possess exceptional communication, interpersonal, and problem-solving skills. You must be adept at understanding client needs, anticipating challenges, and delivering tailored solutions. Experience with CRM software (e.g., Salesforce, HubSpot) and customer support platforms is essential. This role requires a proactive approach to customer retention and satisfaction, with a proven ability to manage client expectations effectively. You will be responsible for monitoring client health, conducting regular check-ins, and gathering feedback to improve service delivery.
Key duties include developing and executing customer success plans, tracking key metrics, and reporting on client engagement and satisfaction. You will collaborate with sales, product, and support teams to ensure a seamless customer experience. The ability to manage your time effectively, prioritize tasks, and work independently in a remote setting is crucial. Strong organizational skills and attention to detail are necessary to maintain accurate client records and manage follow-ups efficiently.
To qualify, you should have a Bachelor's degree in Business, Marketing, Communications, or a related field. A minimum of 3 years of experience in customer success, account management, or a similar client-facing role is required. Experience in a SaaS or technology company is a plus. You should demonstrate a passion for customer service and a commitment to building long-term client relationships.
Our client offers a competitive salary, comprehensive benefits, and the significant advantage of a fully remote work environment. This is an outstanding opportunity to make a tangible impact on customer satisfaction and company growth.
The ideal candidate will possess exceptional communication, interpersonal, and problem-solving skills. You must be adept at understanding client needs, anticipating challenges, and delivering tailored solutions. Experience with CRM software (e.g., Salesforce, HubSpot) and customer support platforms is essential. This role requires a proactive approach to customer retention and satisfaction, with a proven ability to manage client expectations effectively. You will be responsible for monitoring client health, conducting regular check-ins, and gathering feedback to improve service delivery.
Key duties include developing and executing customer success plans, tracking key metrics, and reporting on client engagement and satisfaction. You will collaborate with sales, product, and support teams to ensure a seamless customer experience. The ability to manage your time effectively, prioritize tasks, and work independently in a remote setting is crucial. Strong organizational skills and attention to detail are necessary to maintain accurate client records and manage follow-ups efficiently.
To qualify, you should have a Bachelor's degree in Business, Marketing, Communications, or a related field. A minimum of 3 years of experience in customer success, account management, or a similar client-facing role is required. Experience in a SaaS or technology company is a plus. You should demonstrate a passion for customer service and a commitment to building long-term client relationships.
Our client offers a competitive salary, comprehensive benefits, and the significant advantage of a fully remote work environment. This is an outstanding opportunity to make a tangible impact on customer satisfaction and company growth.
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6
Remote Technical Support Specialist
550000 An Thanh
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Our client, a leading technology provider, is seeking a dedicated and knowledgeable Remote Technical Support Specialist to assist their global customer base. This is a fully remote position, offering you the flexibility to provide exceptional IT support from your home office. You will be the first point of contact for customers experiencing technical difficulties, providing prompt and effective solutions across various platforms. Your responsibilities will include troubleshooting hardware and software issues, guiding users through step-by-step solutions, and escalating complex problems to higher-level support teams when necessary. You will document all support interactions, maintain accurate records of customer requests and resolutions, and contribute to the development of knowledge base articles. A strong understanding of operating systems (Windows, macOS, Linux), common software applications, and network connectivity is crucial. Experience with remote support tools and ticketing systems is essential. The ideal candidate will have a proven track record in technical support or a similar customer-facing IT role, with at least 2 years of experience. Excellent communication and active listening skills are paramount, as you will be explaining technical concepts to non-technical users. Patience, empathy, and a customer-centric approach are key. You must possess strong problem-solving abilities and a passion for technology. This role requires a self-motivated individual who can manage their workload efficiently and work autonomously in a remote setting, ensuring high levels of customer satisfaction.
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Technical Support Specialist - Tier 2 (Remote)
55000 Hoa Sơn
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Our client is looking for a dedicated and skilled Technical Support Specialist to join their growing customer service team. This position is entirely remote, offering the convenience of working from home. As a Tier 2 Technical Support Specialist, you will be responsible for resolving complex technical issues reported by customers, ensuring timely and effective solutions. Your primary duties will include diagnosing hardware and software problems, troubleshooting network connectivity issues, guiding users through step-by-step solutions, and escalating unresolved issues to the appropriate engineering teams. You will maintain accurate records of customer interactions and technical issues, document troubleshooting steps, and contribute to the knowledge base. The ideal candidate will have a proven track record of providing exceptional customer service, demonstrating patience, empathy, and a strong technical aptitude. Proficiency in operating systems (Windows, macOS, Linux), common software applications, and remote support tools is essential. Experience with ticketing systems such as Zendesk or ServiceNow is highly preferred. Excellent problem-solving and analytical skills are required to effectively diagnose and resolve challenging technical problems. Strong communication skills, both written and verbal, are crucial for explaining technical concepts to non-technical users and collaborating with internal teams. A minimum of 2-3 years of experience in a technical support role is required. While this role is fully remote, successful candidates will need a reliable internet connection and a dedicated workspace. This is a fantastic opportunity to advance your career in technical support within a reputable organization, contributing directly to customer satisfaction and loyalty. Our client is committed to fostering a supportive remote work environment. The role is associated with the area of Da Nang, Da Nang, VN but is entirely remote.
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8
Customer Success Manager
600000 Phan Thiet, Binh Thuan
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Our client is seeking a proactive and empathetic Customer Success Manager to foster strong relationships with their clientele. This fully remote role is dedicated to ensuring customers achieve their desired outcomes while using the company's products or services. You will be responsible for onboarding new customers, providing ongoing support and guidance, and proactively identifying opportunities to enhance customer satisfaction and loyalty. Key duties include understanding customer goals, monitoring customer health, addressing concerns, and advocating for customer needs within the organization. The ideal candidate will possess excellent communication, interpersonal, and problem-solving skills, with a passion for customer service. Experience in account management, client relations, or a similar customer-facing role is highly desirable. Familiarity with CRM software and customer success platforms is a plus. You should be organized, detail-oriented, and capable of managing multiple customer accounts simultaneously. This is an excellent opportunity to make a significant impact on customer retention and growth in a flexible, remote work environment.
Responsibilities:
Responsibilities:
- Manage a portfolio of customer accounts, ensuring high levels of satisfaction and retention.
- Develop and execute customer onboarding and success plans.
- Serve as the primary point of contact for customer inquiries and issues.
- Proactively identify and address customer needs and potential challenges.
- Conduct regular check-ins and business reviews with customers.
- Educate customers on product features and best practices.
- Gather customer feedback and relay insights to product and sales teams.
- Drive adoption and utilization of company products/services.
- Resolve customer complaints effectively and efficiently.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Proven experience in customer success, account management, or client services.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving and negotiation abilities.
- Proficiency with CRM software and customer success tools.
- Ability to understand customer business objectives.
- Self-motivated, organized, and able to manage time effectively.
- Experience working in a remote team environment is an advantage.
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