Senior Customer Support Executive, Zalo Ads
Full-time
We are looking for an Senior Customer Support Executive who is passionate about customer experience, operational excellence, data-driven decision making, and AI-powered productivity.
This role is ideal for someone who enjoys solving problems, managing multiple priorities, uncovering business insights from customer interactions, and driving continuous improvement across customer support operations.
🤖 What you will do
1. Customer Support Operations Management
- Manage and optimize customer support channels, including Hotline, Ticketing System, Live Chat, Email, and other support touchpoints.
- Monitor service quality, response time, resolution rate, and overall customer experience.
- Coordinate with BD, Product, Technical and TnS teams to resolve customer issues effectively.
- Develop and improve support processes, SOPs, workflows, and service standards.
2. Collaborator Team Management
- Manage and develop the Collaborator Team.
- Monitor performance, productivity, and service quality of collaborator.
- Conduct training, coaching, and performance reviews.
- Build scalable operating models to improve efficiency and customer satisfaction.
3. Customer Insights & Business Analysis
- Analyze support tickets, customer feedback, complaints, and inquiries to identify: Customer pain points; Product gaps; Market trends; Growth opportunities; Revenue-impacting issues.
- Generate regular reports and actionable recommendations for leadership teams.
- Collaborate with Product and Business teams to prioritize improvements that enhance customer experience and business outcomes.
4. Customer Research & Survey Management
- Design and execute customer surveys, including: CSAT, NPS, Customer Feedback Surveys, Internal Operational Surveys.
- Analyze survey results and convert findings into improvement initiatives.
- Track customer satisfaction trends and identify key drivers affecting retention and growth.
5. AI & Process Optimization
- Explore and implement AI tools to improve operational productivity.
- Automate repetitive tasks, reporting, knowledge management, and customer support workflows.
- Leverage AI technologies to improve response quality, efficiency, and scalability.
- Drive innovation initiatives that enhance both customer experience and team productivity.
6. Reporting & Performance Management
- Build dashboards and performance tracking systems.
- Monitor key support metrics, including: SLA, First Response Time, Resolution Time, CSAT, NPS, Ticket Volume, Escalation Rate…
- Present findings and recommendations to management stakeholders.
👾 What you will need
- 5+ years of experience in Customer Support, Customer Success, Operations, Business Operations, Customer Experience, or related functions.
- Bachelor’s degree in Business, Economics, Marketing, or related fields.
- Experience in AdTech, MarTech, SaaS, Digital Platforms, E-commerce, Fintech, or Technology industries.
- Experience managing vendors, outsourcing teams, or Collaborator team.
- Strong analytical and problem-solving skills.
- Experience working with data, reporting, and operational analysis.
- Excellent organizational and multitasking abilities.
- Experience using CRM, Ticketing Systems, BI tools, or workflow automation tools.
- Practical experience applying AI tools to improve productivity and operational efficiency.
- Strong sense of ownership and accountability.
- Comfortable working in a fast-paced environment with multiple stakeholders.
- Good written and verbal English communication skills.
