[HCM][FDI] PSA: Tuyển vị trí Customer Success Lead

CUSTOMER SUCCESS LEAD

Headcount: 1

Gender: Male/Female

Workplace: Tropic Garden A2 - Thao Dien - HCM

Employment Type: Full-time Onsite

Work Hours: Mon–Fri: 9:00–17:30 (1.5h lunch break) Sat morning (Remote): 8:00–12:00

Reporting to: Brand Owner / Operations Lead

About PSA / PlatformDTC:

PSA is an eCommerce and AI innovation company operating across Print-on-Demand, Dropshipping, Fulfillment, and Online Retail - serving over 10,000+ global customers.

We are developing in-house AI and robotics systems (ERP, OMS, CRM, Agentic AI, Indoor Autonomy, etc.) to build the next generation of self-driving commerce infrastructure, combining physical automation (drones, sensors) and intelligent software (PlatformDTC).

Website: https://psa.team | https://platformdtc.com/

Role Purpose:

The Customer Success Lead is responsible for safeguarding and maximizing Customer Lifetime Value (LTV) for PSA’s E-commerce and Direct-to-Consumer (DTC) brands in the US market. This role focuses on controlling dispute/chargeback rates and transforming customer care into a sustainable retention revenue stream.

Key Responsibilities:

1. Customer Experience & Retention Management:

• Manage customer support channels (Email, Ticket, Live Chat) targeting the US market with authentic, native-level communication.

• Partner with Brand Owners to design upsell, cross-sell, and win-back retention campaigns to maximize customer lifetime value.

2. Dispute & Payment Gateway Management (Chargebacks):

• Actively resolve disputes, claims, and chargebacks across Stripe, PayPal, and Merchant Accounts to maintain risk metrics within safe operating thresholds.

• Coordinate with US logistics carriers to resolve order delays, lost shipments, and fulfillment issues.

3. Systemization & Voice of Customer (VoC):

• Configure and optimize Helpdesk platforms (Gorgias, Zendesk, Klaviyo, AI Chatbots) and maintain up-to-date Knowledge Base / FAQs.

• Synthesize weekly customer feedback reports to deliver actionable product improvement insights to R&D and Brand teams.

Candidate Profile & Requirements:

• Language: Native or near-native English proficiency, specifically in written communication suited for US consumers (empathetic, natural, and persuasive).

• Experience: 2+ years in Customer Success or Customer Support roles within Cross-border E-commerce, Dropshipping, or US/EU DTC Brands.

• Tool Proficiency: Advanced hands-on experience with Helpdesk tools (Gorgias, Zendesk), Shopify Admin, Shopify CS Apps, and Klaviyo.

• Skills: Excellent de-escalation skills, problem-solving abilities, customer-centric attitude combined with a business-oriented mindset.

• Adaptability: Willingness to work flexible or night shifts aligned with US business hours.

Key Performance Indicators (KPIs):

• CSAT (Customer Satisfaction Score): ≥ 92%.

• First Response Time (FRT): < 15 minutes (during active shift) and < 1 hour (off-shift).

• Dispute / Chargeback Rate: Maintained strictly below < 0.5% of total transaction volume.

• Retention Revenue Contribution: 10–15% of total brand revenue generated via customer retention channels.

What You Get:

• Competitive Salary: Negotiable based on competency plus performance-based bonuses.

• Allowances & Perks: Comprehensive support including lunch, parking, snacks, and company-provided laptops.

• Financial Growth: 13th and 14th-month salary, with annual salary reviews based on performance.

• Health & Insurance: Full participation in SHUI (Social, Health, and Unemployment Insurance) per regulations, along with periodic general health check-ups.

• Company Culture: Bi-annual company trips and gifts/bonuses during holidays and festivals.

• Direct Impact: Work closely with the Founder to build the company’s core systems from the early stages.

• Tech Advancement: Opportunities for training and hands-on experience with modern AI models and advanced data analytics.

How to Apply:

Send your CV (+ Portfolio) to: [email protected] or [email protected]

Or connect Zalo: 0942485129 (Vy PSA)