Customer Support Team Manager - Remote

We are seeking a proactive Customer Support Team Manager to lead our team in managing customer production orders and resolving complex manufacturing-related cases. In this role, you will take ownership of the team’s operational performance, ensuring timely order execution, quality, and SLA compliance. You will manage key performance metrics, drive process improvements, and ensure effective coordination between customers, production partners, and internal teams. The ideal candidate brings strong operational and problem-solving skills, with the ability to handle complex production issues and turn recurring challenges into scalable solutions. You will collaborate closely with Engineering, Quality, Sales, and other functions to ensure smooth order execution and continuously improve the customer and partner experience.

What You Will Do:

• Manage and supervise the team handling customer production orders, manufacturing schedules, and partner jobs, ensuring on-time delivery, product quality, and SLA compliance.
• Oversee the team’s coordination with manufacturing suppliers/production partners, customers, and internal teams (Engineering, Quality, Sales) to resolve manufacturing issues, component defects, and rejected/non-conforming products.
• Assign tasks, monitor team performance and KPIs to ensure operational targets are achieved.
• Proactively handle and support employees in resolving complex cases, including delays, quality issues, rejected parts, customer complaints, and RMA (Return Material Authorization) cases, ensuring root causes are identified and appropriate corrective actions are implemented.
• Analyze operational and supplier quality data to identify trends, recurring issues, and potential risks, and provide recommendations for improvement.
• Train, coach, and evaluate team members to ensure service quality, process compliance, and continuous capability development.
• Collaborate with relevant departments to simplify, standardize, and automate order-management processes to improve efficiency.

What We Offer:

• Salary: VND 18–24 million/month; negotiable based on qualifications, capabilities, and position level (Supervisor/Team Leader).
• Probationary period: 85% of salary
• 13th-month salary, holiday bonus, and bonus for excellent employee performance.
• Opportunity to work directly with international partners, developing professional expertise and foreign language skills through daily communication.
• Sign labor contracts, pay insurance, and enjoy full benefits according to the State Labor Law.
• All necessary working tools and equipment will be fully provided.

Qualifications:

• At least 3 years of experience managing a Customer Support/Customer Service team; B2B experience is preferred.
• Experience with CRM and ERP systems.
• Good computer skills, proficient in Microsoft Excel and Google Workspace.
• Skilled in using centralized databases and technology platforms to document case activities and generate status/risk reports for leadership.
• Technical Manufacturing Knowledge: Background or knowledge in manufacturing design, production processes, and quality management systems (QMS) is preferred.
• Excellent English communication and interpersonal skills (C1 level).
• Strong leadership, problem-solving, decision-making, and team coordination skills.
• Highly organized, proactive, and able to manage multiple priorities effectively in a fast-paced environment and adapt to changing priorities.

Working hours:

• Working hours: 13:00 - 22:00 (1-hour break), off 2 Saturdays per month and all Sundays.
• Remote/ Work from home.