Customer Support Team Manager (Vietnamese)

What You Will Do:

• Manage and supervise the team’s activities in monitoring customer orders, production schedules, and partner jobs to ensure on-time delivery, quality, and SLA compliance.
• Oversee the team’s coordination with suppliers/partners, customers, and internal teams (Engineering, Quality, Sales) to resolve manufacturing issues, product 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, 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 complex processes, contributing to improved operational efficiency across the team.

What We Offer:

• Salary: Negotiable based on qualifications, capabilities, and position level (Supervisor/Team Leader).
• Probationary period: 85% salary, annual salary review.
• 13th month salary, holiday bonus, 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.
• 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.