Customer Support Team Leader (M1-M2)

About PATI Group

PATI Group is transforming the e-commerce industry with a focus on premium dietary supplements. In just one year, we experienced an impressive 500% sales growth in the U.S. market. Our goal is to establish ourselves as Vietnam’s top dietary supplement company by 2026, helping customers maximize their physical, mental, and intellectual potential..

We are seeking an experienced Customer Success Leader to coordinate with the CS Manager and team to deliver a seamless customer experience. This role involves training and supporting team members to elevate performance, optimizing SOPs, and driving innovation in customer experience. If you are passionate about leadership, team development, and delivering exceptional customer service, this is your opportunity to make a meaningful impact in a rapidly growing organization.

How We Measure Success

  • Customer Experience Excellence: Maintain a Customer Satisfaction (CSAT) score of at least 4.5, ensure a one-touch ticket resolution rate of 50%, and achieve first response times of under 45 minutes for email inquiries and under 5 minutes for social media interactions across the entire customer support team. These metrics reflect our commitment to delivering exceptional and timely service, fostering trust and customer loyalty.

  • Customer-Centric Leadership: Continuously deploy and enhance customer-focused initiatives, striving for ongoing improvements in the overall customer experience.

  • Team Development: Conduct at least 40 training sessions annually to boost the team’s capabilities in customer experience, SOP adherence, and product/brand knowledge.

Team Management

  • Reports to: CS Manager

  • Career Path: Potential promotion to CS Manager based on performance and innovation impact.

  • Team Vision 2025: Build a customer-centric team that positions Customer Experience as a key strategic differentiator for our brand. With 5 remote CS members, we are expanding to develop a high-performance offline team this year. As the CS leader, you will work alongside the CS manager to guide the growth of this 3 CS offline team, ensuring strong collaboration and excellence in service.

Essential Roles and Responsibilities

Customer Experience Leadership

  • Coordinate with the CS Manager to align team goals with organizational objectives.

  • Lead initiatives to improve customer service processes and adapt to changing customer needs.

  • Act as the bridge between the CS team and leadership to advocate for customer-first strategies.

Team Development and Training

  • Train and mentor the CS team to improve performance, efficiency, and customer interaction skills.

  • Conduct regular training sessions (minimum 40/year) focused on SOPs, customer experience, and product/brand knowledge.

  • Implement performance metrics to monitor and enhance individual and team productivity.

Customer Support and Optimization

  • Ensure the team delivers high-quality support, resolving customer inquiries quickly and effectively.

  • Identify trends in customer feedback and collaborate with the team to address recurring issues.

  • Optimize current SOPs and workflows to improve efficiency and consistency in service delivery.

Customer Retention and Engagement

  • Develop strategies to increase customer loyalty and retention through outstanding service.

  • Execute customer-centric initiatives that reinforce trust and satisfaction.

  • Assist in organizing programs or activities that enhance long-term customer relationships.

Policy Adherence and Innovation

  • Oversee adherence to company policies and best practices within the team.

  • Collaborate on improving policies to align with evolving customer needs and industry standards.

  • Leverage innovative tools and systems to streamline workflows and improve operational efficiency.

Skills and Qualifications

Core Competencies

  • Customer-Centric Mindset: Ability to anticipate and meet customer needs effectively.

  • Leadership and Mentorship: Proven experience in leading and developing high-performing teams.

  • Process Optimization: Expertise in improving workflows and standard operating procedures.

  • Strategic Thinking: Capability to align team performance with broader business objectives.

Behavioral Traits

  • Proactive Leadership: You inspire and motivate the team to deliver exceptional results.

  • Collaborative Problem-Solver: You work effectively across teams to address challenges and implement solutions.

  • Empathy and Communication: You connect with team members and customers to foster trust and understanding.

  • Attention to Detail: You ensure processes and outputs are accurate and consistent.

Your Credentials

  • Experience: 3-5 years in a customer success role, with at least 2 years in a leadership capacity, preferably in e-commerce, DTC, or related industries.

  • Language Proficiency: Strong command of English (written and spoken).

  • Technical Expertise: Familiarity with CRM systems (e.g., Gorgias), automation tools, and customer service analytics.

Compensation and Benefits

  • Compensation: 15.000.000 - 20.000.000 VND/month + incentive based on performance (negotiate).

  • Career Growth: Fast-track promotion opportunities, including a path to CS Manager.

  • Professional Development: Gain access to the latest AI tools, automation technologies, advanced CRM systems, courses, and conferences to stay ahead in delivering exceptional customer experiences.

  • Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.

  • Additional Benefits: Social insurance, statutory leave, and team-building activities.

Working Conditions

  • Location: On-site, 18A Street No. 38, An Khanh Ward, Thu Duc, Ho Chi Minh, Vietnam.

  • Hours:

    • Monday - Friday: 8:30 AM - 6:00 PM.

    • Saturday (Culture Day): 6:30 AM - 12:00 PM. We spend morning on running and reviewing our week.

🚀 APPLY HERE

(Make sure you have read and agreed to our working location and hours, including working on Saturday mornings.)