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Senior Customer Support Executive
Full-time
Zalo is looking for a Senior Customer Support Executive who is passionate about customer experience, operational excellence, data-driven decision making, and AI-powered productivity. This role suits someone who enjoys solving problems, managing multiple priorities, uncovering business insights from customer interactions, and driving continuous improvement across support operations.
Role Description
1. Customer Support Operations Management
Manage and optimize support channels including Hotline, Ticketing System, Live Chat, Email, and other touchpoints.
Monitor service quality, response time, resolution rate, and overall customer experience.
Coordinate with BD, Product, Technical, and TnS teams to resolve issues and improve support processes, SOPs, and workflows.
2. Collaborator Team Management
Manage and develop the Collaborator Team, monitoring performance, productivity, and service quality.
Conduct training, coaching, and performance reviews and build scalable operating models.
3. Customer Insights & Business Analysis
Analyze support tickets, feedback, complaints, and inquiries to identify customer pain points, product gaps, market trends, and growth opportunities.
Generate regular reports and actionable recommendations, collaborating with Product and Business teams on improvements.
4. Customer Research & Survey Management
Design and execute customer surveys including CSAT, NPS, and feedback surveys, converting findings into improvement initiatives.
5. AI & Process Optimization
Explore and implement AI tools to improve productivity, automate repetitive tasks, and enhance response quality and scalability.
6. Reporting & Performance Management
Build dashboards and tracking systems, monitoring metrics such as SLA, First Response Time, Resolution Time, CSAT, NPS, and Escalation Rate.
Qualifications
5+ years in Customer Support, Customer Success, 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 teams.
Strong analytical and problem-solving skills, with experience using CRM, Ticketing Systems, BI tools, or workflow automation.
Practical experience applying AI tools to improve productivity, and good written and verbal English.
