Omni Themes is a leading provider of e-commerce solutions, dedicated to delivering high-quality Shopify Themes. Maximize Theme is one of our flagship Shopify products, and the Customer Success & Growth Lead plays a critical role in ensuring our customers succeed — and that every support interaction drives growth.

A growth-minded leader who turns support into strategy, reviews into social proof, and tickets into product insights.

Key Responsibilities

  • Manage all support operations for Maximize Theme via Crisp Chat and WhatsApp Business, including guidelines, macros, and workflows
  • Manage and train the Customer Support Executive; coordinate after-hours support collaborators
  • Monitor and optimize key metrics: first response time, resolution time, pre-sales conversion, and CSAT
  • Build a proactive system to grow reviews, case studies, and testimonials; handle and recover negative reviews
  • Identify friction across the conversion funnel (inquiry → install → purchase) and drive improvements
  • Propose and coordinate self-service resources: help center, onboarding content, video guides, and FAQs
  • Proactively identify service opportunities (customization, store setup, migration, CRO) and hand off qualified leads to the right teams
  • Build a structured ticket categorization system and deliver weekly product insights to the Product Owner, BA, and Development team
  • Surface recurring issues, feature gaps, and onboarding pain points to support better product decisions

Required Skills & Qualifications

  • Bachelor’s Degree required; at least 2–3 years of experience in Customer Success, Support Lead, or a related role
  • Solid understanding of e-commerce, Shopify ecosystem, or digital products
  • Fluent English (written & spoken) and strong communication skills are required
  • Data-driven mindset with the ability to analyze metrics and propose actionable improvements
  • Experience managing and coaching team members
  • Familiarity with Crisp Chat, Freshdesk, or similar support tools is a plus
  • Experience building help centers, review systems, or self-service content is a plus

Benefits

  • Salary: Competitive package, 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 (95% Gen Z & Millennials). Clubs for football, running, gaming and more. At BSS, 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 are supported; the candidate should be willing to occasionally work outside office hours or on public holidays to ensure a consistently great customer experience.
  • 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.