Role Overview

We are looking for a Customer Success Specialist to own the full merchant journey for our Shopify App — from the moment a prospect sends their first question, through onboarding, and into long-term retention. This is not a pure support role. You will proactively improve the customer experience, build relationships with merchants, and act as the voice of the customer inside the company.

Key Responsibilities

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

Required Skills & Qualifications

  • 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

Benefits

  • 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.