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SkinAI LLC

Customer Experience Manager (CS/CX)

SkinAI LLC
Địa điểm

Hà Nội

Maps
  • Lương

    Trên 1,000 USD

  • Kinh nghiệm

    3 - 5 Năm

  • Cấp bậc

    Quản lý

  • Hết hạn nộp

    30/04/2024

Phúc lợi

  • Chế độ thưởng
  • Đào tạo
  • Tăng lương
  • Nghỉ phép năm

Mô tả Công việc

We're looking for brilliant candidates to join our hot Silicon Valley startup, Skin AI LLC. Visit this page (y-ourskin.com/about_us/) to get a sense of what our founders do.

Skin AI uses data science to formulate a completely customized skincare regimen for every user based on results seen by people similar to them. You can check us out at y-ourskin.com. You will be working directly with the two co-founders: Hanh Pham, an M.I.T.-trained data science leader at Pinterest, and Jenny Hanh Nguyen, a serial entrepreneur with multiple successful startups in the beauty space.


About the role

Are you passionate about building an exceptional customer experience team and driving growth for a thriving skincare startup?

You will be responsible for building and leading a high-performing team of CX (Customer Experience) agents based in Hanoi, ensuring our customers receive outstanding service that fosters loyalty and brand advocacy. This is an exciting opportunity to make a real impact on a company shaping the future of skincare while building a rewarding career in a dynamic startup environment.

  • Position: Customer Experience Manager (3 - 5 years of experience)

  • Location: Hybrid, Hanoi-based, 02 offline meetings per week.

  • Employment type: Full-time - No Moonlighting allowed

  • Standard package: (negotiable) + EOY Performance Bonus (Gross)

  • Job Industry: Skincare

  • Main Markets: U.S. & Canada.

  • Work with a talented and passionate team.

  • Continuous learning and development opportunities.

JOB DUTIES & RESPONSIBILITIES:

  • Bring bigger impact: work directly with the two founders.

  • Build, develop, and lead a high-performing team of CX agents, providing ongoing coaching, training, and feedback.

  • Implement and optimize process: Improve existing CX processes, responses, and workflows to provide a seamless customer experience and meet customers’ satisfaction while achieving the business’s goals.

  • Enhance Team performance: measure, coordinate, and motivate to make sure all team members meet our KPIs.

  • Customer insights: Analyze data from customer feedback and translate it into actionable insights for product development, marketing, and other teams.

  • Cooperation: Collaborate with other departments (marketing, product, sales) to ensure a unified customer experience across all touchpoints.

  • Leadership: Foster a positive, supportive, fair, and high-performance teamwork environment and team connections.

  • Other operational and managerial tasks and projects as needed

Yêu Cầu Công Việc

REQUIREMENTS

MUST HAVE

  • Have at least 3 years of experience building and leading high-performance customer service (CS) /customer experience (CX) teams with a proven track record.

  • Ability to collaborate and connect cross-functional teams to ensure smooth execution and eliminate any obstacles.

  • Can-do attitude: Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity. 

  • Adaptability, flexibility: ready for change in the diverse work environment.

  • Strong sense of responsibility, problem solver, and solution seeker, with persistence and resilience.

  • Solid leadership and interpersonal skills.

  • Solid organizational skills including attention to detail and multi-tasking skills.

  • Ability to work flexibly: weekends, flexible hours, and late hours for the US market.

PREFER TO HAVE

  • 7.0+ IELTS or previous studying or living experience in the U.S. are a plus.

  • Customer-driven mindset: be able to have a strong understanding of customers' references, sympathize with their pain points, and effectively align our products and services to satisfy their expectations. 

  • Experience and strong passion for startup and skincare.

  • Experience with Net Promoter Score (NPS) or other customer satisfaction measurement tools

  • Experience with CRM systems (e.g., Zendesk, Freshdesk, etc.)

OTHER REQUIREMENTS 

  • Personal Laptop.

FINAL PACKAGE:

  • Actual pay depends on the candidate

Thông tin khác

  • Bằng cấp: Đại học
  • Thời gian thử việc: 2 months
  • Cơ hội huấn luyện: Available
  • Độ tuổi: Trên 27
  • Thời gian làm việc: Flexible
  • Ngày nghỉ: PTO: 5 sick leaves, 12 paid leave & Vietnam's national holidays
  • Lương: Trên 1,000 USD
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