HANOI, VIETNAM

Global Head of Customer Support

Hanoi Office

THE ROLE

At Pixelz we believe that all of our customers deserve the best possible customer experience at every touch point and the Global Head of Customer Support will be one of the company’s leaders in this area. We are looking for the right person to oversee our Global Customer Support team based in Hanoi, Vietnam and to own and drive success for our customers who have support requests. The role includes the day to day management of the Customer Support team and ensuring that every team member is fully trained and focused towards applying a customer first mindset. The Head of Customer Support will work closely with our Production department to ensure all customer needs are met, as well as working with our COO and the Global Customer Success team to be a company wide advocate of customer experience. To be the successful applicant the ideal candidate will have a strong understanding of E-Commerce, have a background in senior management and have experience in managing a large Customer Support team.

JOB RESPONSIBILITIES

Drive Customer Support Performance
  • Define and track key Customer Support metrics
  • Empower team to meet expected goals
  • Expose subset of metrics to executive team, company and board
Lead World Class Customer Support Team
  • Recruit highly experienced and motivated team members
  • Create rapid onboarding process for new team members
  • Create clear responsibilities and ensure full ownership within the team
  • Ensure full alignment between CS and other departments
  • Encourage continuous learning and best practice application
  • Be the leader in customer advocacy within the team and ensuring that everyone within that team has the same mindset.
  • Manage a growing customer support team of 30+ people
  • Working with Customer Success Managers globally on troubleshooting and resolution of specific issues
Inspire Customer Success Across Company
  • Advocate and support a customer success driven organization
  • Align with Production around achieving customer success outcomes
  • Align with Platform Team around driving product roadmap based on customer feedback
  • Align with Sales around up-sell and cross-sell
  • Align with Executive Team around key metrics and objectives
  • Create company-wide customer feedback loop

WHAT SUCCESS LOOKS LIKE

The Global Head of Customer Support will collaborate with the Global Customer Success team and the COO as well as Production, Sales, Marketing and Platform Team to own and achieve the following objectives:

  • Achieve ≥ 80 Net Promoter Score
  • Achieve 90% on Company Cultural Standards
  • Achieve an Average Time To First Reply of three hours.
  • Achieve an Average Time To Resolution of 9 hours
  • Achieve an Annual 90% staff retention within Customer Support Team

REQUIRED EXPERIENCE/SKILLS

  • Strong understanding of E-commerce
  • 5+ years senior management experience
  • Experience from SaaS companies is preferred
  • Highly analytical, process-oriented and executing mindset
  • Data-driven
  • Excellent communication and people skills
  • Strong empathy for customers, and a customer first mindset
  • Demonstrated desire for continuous learning and improvement of themselves and the team they oversee
  • Flexibility to schedule calls around the clock

WHAT WE OFFER

  • International work environment
  • Flat and transparent organizational structure
  • Working with a young and ambitious team
  • Getting to work with our groundbreaking workflow system - S.A.W.™
  • Flexible working hours
  • Chances to grow and develop
  • Up to 15 days of annual leave per year
  • Summer trip
  • And many more great perks when you join!

Interested candidates please send your CV to email address: hr@pixelz.com with title "Global Head of Customer Support - your full name"