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

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

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.

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Customer Success Specialist

Job Description