131 Customer Support Manager jobs in Vietnam
Senior Customer Support Manager
81000 Bien Hoa, Dong Nai
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Our client is seeking a highly experienced and results-driven Senior Customer Support Manager to lead their customer service operations. This is a fully remote position, enabling you to manage a distributed team and foster exceptional customer experiences from anywhere. The ideal candidate will have a proven track record in building and optimizing customer support functions, developing effective strategies, and ensuring high levels of customer satisfaction. You will be responsible for managing a team of customer support representatives, setting performance standards, implementing training programs, and leveraging technology to enhance support efficiency. Key responsibilities include monitoring customer interactions, analyzing support metrics, identifying areas for improvement, and ensuring timely and accurate resolution of customer inquiries and issues. This role offers a unique opportunity to shape the customer support landscape in a remote-first environment and drive customer loyalty.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a remote team of customer support professionals.
- Develop and implement customer support strategies to ensure exceptional service delivery.
- Set performance targets and KPIs for the support team and monitor performance.
- Create and deliver comprehensive training programs for customer support staff.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Implement and optimize customer support tools and technologies (e.g., CRM, ticketing systems).
- Ensure timely and effective resolution of customer inquiries, complaints, and issues.
- Develop and maintain customer support policies and procedures.
- Foster a positive and customer-centric team culture.
- Collaborate with other departments to ensure a seamless customer experience.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or support management, with at least 2 years in a senior leadership role.
- Demonstrated experience in managing remote customer support teams.
- Proven ability to develop and implement customer service strategies and best practices.
- Strong understanding of customer support metrics and reporting.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in customer relationship management (CRM) software and helpdesk systems.
- Strong problem-solving and decision-making abilities.
- Ability to remain calm and professional under pressure.
- A passion for delivering outstanding customer service.
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Senior Customer Support Manager
20000 Phuong Son
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Our client is looking for an experienced and dynamic Senior Customer Support Manager to lead our customer service operations in Thai Nguyen, Thai Nguyen, VN . This pivotal role involves overseeing a team of customer support representatives, ensuring the delivery of exceptional service, and driving continuous improvement in customer satisfaction. You will be responsible for developing and implementing customer support strategies, managing daily operations, and handling escalated customer issues. The ideal candidate will have a proven track record in customer service management, with strong leadership, communication, and problem-solving skills. You should be adept at training and motivating teams, analyzing performance metrics, and identifying areas for enhancement. Experience with CRM software and customer support ticketing systems is essential. This is a hybrid role, requiring regular attendance at our office while offering the flexibility of remote work on certain days. You will play a key role in shaping customer experiences, fostering client loyalty, and contributing to the overall success of our business. Responsibilities include setting performance standards, conducting quality assurance checks, and managing team schedules. A deep understanding of customer service best practices and a commitment to customer advocacy are critical. If you are passionate about delivering outstanding service and leading a high-performing team, we want to hear from you. Join us in building strong customer relationships and ensuring operational excellence.
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Senior Customer Support Manager
64000 Long Xuyen, An Giang
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Our client is seeking a highly experienced and empathetic Senior Customer Support Manager to lead their dedicated customer service team in a fully remote setting. This essential role requires a leader who is passionate about delivering exceptional customer experiences and driving continuous improvement in support operations. You will be responsible for managing a team of customer service representatives, developing and implementing support strategies, and ensuring customer satisfaction. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices, all while managing effectively from a remote location.
Key Responsibilities:
Key Responsibilities:
- Lead, train, and mentor a remote customer support team to ensure high levels of performance and customer satisfaction.
- Develop and implement customer service policies, procedures, and standards.
- Monitor customer interactions across various channels (phone, email, chat) to ensure quality and efficiency.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Implement strategies to enhance the overall customer support experience and resolve complex issues.
- Manage workforce planning and scheduling for the customer support team.
- Collaborate with other departments (e.g., Product, Sales) to resolve customer issues and provide feedback.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Handle escalated customer inquiries and complaints with professionalism and efficiency.
- Report on key customer service performance indicators to senior management.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5-7 years of experience in customer service, with at least 2-3 years in a management or supervisory role.
- Proven experience managing remote customer support teams.
- Excellent leadership, coaching, and motivational skills.
- Strong understanding of customer service principles, techniques, and CRM systems.
- Exceptional problem-solving and conflict resolution abilities.
- Outstanding communication and interpersonal skills, both written and verbal.
- Ability to analyze data and implement data-driven improvements.
- Proficiency in customer support software and ticketing systems.
- Adaptability and ability to thrive in a fast-paced, remote work environment.
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2
Virtual Customer Support Manager
770000 My Tho, Tien Giang
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Our client is looking for a proactive and empathetic Virtual Customer Support Manager to lead our remote customer service team. This position is entirely remote, allowing you to manage operations from anywhere. You will be responsible for overseeing the daily activities of our customer support representatives, ensuring they provide timely and effective assistance to our customers via multiple channels, including email, chat, and phone. Your core duties will involve training and mentoring the support team, developing and implementing customer service strategies, monitoring key performance indicators (KPIs), and resolving escalated customer issues. You will also contribute to creating comprehensive knowledge base articles and FAQs to empower both customers and agents. We need a leader who can foster a positive and productive remote work environment, motivate the team to achieve performance goals, and identify areas for improvement in our support processes. Excellent problem-solving abilities, strong organizational skills, and a passion for delivering outstanding customer experiences are paramount. You should be adept at using customer relationship management (CRM) software and other support tools. Experience in managing remote teams is a significant advantage. This role requires a commitment to understanding our products and services deeply to effectively guide the team and advocate for customer needs. If you are a seasoned customer service professional with leadership aspirations and a desire to work in a flexible, remote setting, we encourage you to apply. Your expertise will be vital in shaping our customer interactions and enhancing overall customer satisfaction.
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3
Senior Customer Support Manager (Remote)
18000 Haiphong , Haiphong
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Join our client as a Senior Customer Support Manager, a pivotal role designed to lead and elevate their customer service operations. This position is entirely remote, offering the flexibility to manage a dedicated team from anywhere. You will be responsible for overseeing the daily activities of the customer support department, ensuring exceptional service delivery across all channels. This includes developing and implementing effective customer support strategies, setting performance metrics, and driving continuous improvement in response times, resolution rates, and customer satisfaction. The Senior Customer Support Manager will coach, mentor, and develop a team of customer support representatives, fostering a culture of empathy, efficiency, and problem-solving. Key responsibilities involve managing support workflows, analyzing customer feedback and support data to identify trends and areas for enhancement, and collaborating with product and engineering teams to address customer issues and improve the overall user experience. The ideal candidate will possess a proven track record in customer service management, strong leadership and interpersonal skills, and a deep understanding of customer support best practices, including ticketing systems and CRM platforms. The ability to manage remote teams effectively, set clear expectations, and motivate staff is crucial. If you are passionate about delivering outstanding customer experiences and have a knack for building high-performing support teams, this remote opportunity is perfect for you.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a remote team of customer support representatives.
- Develop and implement customer support strategies to ensure high levels of customer satisfaction and retention.
- Establish key performance indicators (KPIs) for the support team and monitor performance against targets.
- Oversee daily operations of the customer support function, including ticket management, issue resolution, and communication.
- Analyze customer feedback, support tickets, and call logs to identify trends, pain points, and areas for improvement.
- Collaborate with product, engineering, and sales teams to resolve customer issues and advocate for customer needs.
- Develop and update customer support documentation, FAQs, and knowledge base articles.
- Implement and optimize customer support tools and technologies (e.g., CRM, ticketing systems).
- Ensure timely and effective resolution of customer inquiries and complaints across all support channels.
- Foster a customer-centric culture within the support team and the broader organization.
- Train new team members and provide ongoing coaching and development for existing staff.
- Manage escalations and complex customer issues to ensure satisfactory resolution.
- Prepare regular reports on customer support performance and insights for management.
- Contribute to the overall customer experience strategy of the company.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a management or supervisory role.
- Proven experience managing and leading remote customer support teams.
- Demonstrated success in improving customer satisfaction metrics (CSAT, NPS).
- Proficiency with customer support software, CRM systems (e.g., Salesforce, Zendesk), and ticketing platforms.
- Excellent leadership, communication, problem-solving, and conflict-resolution skills.
- Strong analytical skills with the ability to interpret data and derive actionable insights.
- Ability to work independently and manage multiple priorities in a fast-paced, remote environment.
- Empathy and a genuine passion for delivering exceptional customer service.
- Experience in the technology or SaaS industry is a plus.
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Senior Customer Support Manager (Remote)
580000 Phan Thiet, Binh Thuan
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Our client, a rapidly expanding SaaS company, is looking for a proactive and experienced Senior Customer Support Manager to lead their fully remote customer service team. This role is crucial in ensuring exceptional customer satisfaction by overseeing the daily operations of the support department, managing a team of customer support representatives, and developing strategies to enhance customer experience and loyalty. You will be responsible for setting support quality standards, analyzing support metrics, implementing best practices, and driving continuous improvement in all aspects of customer service. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer support technologies and methodologies. You will work closely with product, sales, and marketing teams to ensure a cohesive customer journey. This is a fantastic opportunity to build and shape a world-class remote customer support function for a growing tech company.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives.
- Oversee the daily operations of the customer support department, ensuring timely and effective issue resolution.
- Develop and implement customer support policies, procedures, and quality standards.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores (CSAT).
- Identify trends in customer inquiries and feedback to drive product and service improvements.
- Manage customer escalations and resolve complex support issues.
- Implement and optimize the use of customer support tools and technologies (e.g., CRM, ticketing systems, knowledge bases).
- Develop and deliver training programs for the support team to enhance their skills and product knowledge.
- Collaborate with other departments to ensure a seamless customer experience.
- Contribute to the development of customer self-service resources and documentation.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service or support roles, with at least 3 years in a management or team lead capacity.
- Proven experience managing remote customer support teams.
- Strong understanding of customer support best practices and methodologies.
- Proficiency with customer support software, including CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, coaching, and performance management skills.
- Exceptional problem-solving, analytical, and communication skills.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote environment.
- A passion for delivering outstanding customer service.
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5
Senior Customer Support Manager - SaaS
740000 Bien Hoa, Dong Nai
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Job Description
Our client, a rapidly growing Software-as-a-Service (SaaS) company, is looking for a seasoned Senior Customer Support Manager to lead their dedicated, fully remote customer support team. You will be responsible for developing and implementing strategies to deliver exceptional customer service, enhance customer satisfaction, and improve support operations efficiency. This role requires a leader with a deep understanding of customer support best practices, experience managing remote teams, and a passion for ensuring customer success in a SaaS environment. The position is entirely remote, offering a flexible work arrangement.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, manage, and mentor a team of remote customer support representatives.
- Develop and implement customer support policies, procedures, and SLAs.
- Monitor and analyze key support metrics (e.g., response time, resolution time, customer satisfaction scores).
- Identify trends in customer inquiries and provide feedback to product and engineering teams for improvements.
- Manage the customer support ticketing system and ensure efficient ticket handling and escalation.
- Develop and maintain a comprehensive knowledge base and FAQ resources.
- Train and onboard new support team members, focusing on product knowledge and support protocols.
- Act as an escalation point for complex customer issues.
- Drive initiatives to improve customer self-service options and reduce ticket volume.
- Foster a customer-centric culture within the support team and the wider organization.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer support or customer service management, with at least 2 years in a leadership role.
- Proven experience managing and developing remote support teams.
- In-depth knowledge of SaaS products and customer support best practices.
- Experience with CRM and customer support ticketing systems (e.g., Zendesk, HubSpot Service Hub, Salesforce Service Cloud).
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to thrive in a fast-paced, dynamic, and remote work environment.
- Experience in developing support documentation and training materials.
- A strong commitment to customer success and exceptional service delivery.
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Lead Customer Support Manager - Remote Operations
440000 Hoang Hoa
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Our client is seeking a highly experienced and results-oriented Lead Customer Support Manager to spearhead their fully remote customer service operations. This leadership role is vital for managing, training, and optimizing a distributed customer support team to deliver unparalleled customer experiences. You will be instrumental in developing and implementing best-in-class support strategies, ensuring high levels of customer satisfaction, and driving operational efficiency across all remote support channels. This is a unique opportunity to shape and lead a critical function within a remote-first organization.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and motivate a geographically dispersed customer support team, fostering a positive and productive remote work environment.
- Develop and implement strategic customer support initiatives to enhance service quality, efficiency, and customer satisfaction.
- Oversee day-to-day operations of the customer support function, including managing support queues, ensuring timely responses, and meeting key performance indicators (KPIs).
- Design and deliver comprehensive training programs for new and existing customer support staff, focusing on product knowledge, service protocols, and communication skills.
- Establish and monitor performance metrics for individual team members and the overall team, providing regular feedback and coaching.
- Analyze customer feedback, support tickets, and call data to identify trends, root causes of issues, and areas for improvement in products and services.
- Collaborate with Product, Engineering, and Marketing teams to resolve complex customer issues and provide insights for product enhancements.
- Develop and refine customer support policies, procedures, and knowledge base content.
- Manage and optimize the use of customer support technologies, including CRM, ticketing systems, and communication platforms.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Contribute to workforce planning and scheduling to ensure adequate coverage across all operational hours.
- Recruit, onboard, and retain high-performing remote customer support talent.
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5-7 years of progressive experience in customer support management, with at least 2-3 years in a leadership role overseeing remote teams.
- Proven experience in developing and implementing customer service strategies and operational improvements.
- Strong understanding of customer support best practices, metrics, and technologies (CRM, ticketing systems).
- Excellent leadership, coaching, and team-building skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Demonstrated ability to analyze data, identify trends, and implement data-driven solutions.
- Proficiency with remote work tools and collaborative platforms.
- Ability to manage multiple priorities, think strategically, and execute effectively in a fast-paced, remote environment.
- Experience in (mention specific industry if applicable, e.g., SaaS, E-commerce, Tech) is highly preferred.
- Commitment to delivering outstanding customer experiences.
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Senior Customer Service Manager - Omnichannel Support
70000 An Thanh
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service Manager to lead their customer support operations. This fully remote position offers the chance to shape and manage an exceptional customer experience across multiple channels. You will be responsible for overseeing the daily operations of the customer service team, developing and implementing strategies to enhance customer satisfaction, and ensuring efficient issue resolution. Your role will involve managing a team of customer service representatives, setting performance metrics, providing coaching and training, and analyzing customer feedback to identify areas for improvement. You will also play a key role in optimizing customer service processes, leveraging technology to improve efficiency, and ensuring consistent service quality across all touchpoints, including phone, email, chat, and social media. The ideal candidate possesses strong leadership, excellent communication skills, a deep understanding of customer service best practices, and a passion for creating positive customer interactions.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage the customer service team to deliver outstanding support across all channels.
- Develop and implement customer service strategies, policies, and procedures.
- Set performance goals and KPIs for the customer service team and monitor performance.
- Provide coaching, training, and development opportunities for customer service representatives.
- Analyze customer feedback, trends, and metrics to identify areas for service improvement.
- Manage customer inquiries and complaints, ensuring timely and effective resolution.
- Optimize customer service workflows and leverage technology to enhance efficiency.
- Collaborate with other departments to ensure a seamless customer experience.
- Prepare regular reports on customer service performance, key metrics, and customer satisfaction.
- Stay updated on industry best practices and emerging trends in customer service and support.
- Manage escalations and resolve complex customer issues.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service management, with a focus on omnichannel support.
- Proven track record of leading and developing high-performing customer service teams.
- Strong understanding of customer service principles, best practices, and technologies.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in customer service software, CRM systems (e.g., Salesforce, Zendesk), and helpdesk platforms.
- Strong analytical and problem-solving skills, with the ability to analyze data and identify trends.
- Experience in developing and implementing customer service training programs.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Commitment to delivering exceptional customer experiences.
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Customer Success Manager - Technical Support
940000 Can Tho , Can Tho
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Our client is seeking a proactive and empathetic Customer Success Manager specializing in Technical Support to join their fully remote team. In this role, you will be instrumental in ensuring our clients derive maximum value from our products and services by providing exceptional technical assistance and guidance. You will act as a primary point of contact for customers experiencing technical issues, troubleshoots problems, and guides them towards effective resolutions. This position demands a unique blend of technical acumen, excellent communication skills, and a deep commitment to customer satisfaction. You will be responsible for building strong relationships with clients, understanding their unique needs, and ensuring a seamless technical experience.
Key Responsibilities:
Key Responsibilities:
- Provide timely and effective technical support to customers via email, phone, and chat.
- Troubleshoot and resolve complex technical issues related to software, hardware, or platform configurations.
- Guide customers through product features, best practices, and implementation processes.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
- Proactively identify potential customer issues and provide solutions before they escalate.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Conduct user training sessions and webinars to enhance customer understanding and adoption.
- Monitor customer health metrics and proactively engage with at-risk accounts.
- Gather customer feedback and insights to inform product development and service enhancements.
- Contribute to building a positive and supportive customer community.
- Proven experience in a customer support, technical support, or customer success role.
- Strong technical aptitude and ability to understand and explain complex technical concepts.
- Excellent problem-solving and troubleshooting skills.
- Proficiency in ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
- Outstanding communication and interpersonal skills, with the ability to build rapport with diverse clients.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively in a remote environment.
- Familiarity with SaaS products and cloud-based technologies.
- Experience in creating technical documentation or knowledge base content.
- A bachelor's degree in Computer Science, Information Technology, or a related field is a plus.
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