Client Experience

**ABOUT ESOFT**

Esoft is one of the world’s leading real-estate tech companies, specializing in property presentations, image processing, 3D visualization, and online marketing of properties worldwide.

Our customers are real estate photography, media production, and real estate marketing companies in Europe, US, and Australia who rely on us for our fast service, our innovative solutions, and high and consistent quality.

The company was founded in 2000 in Denmark and our platform in Vietnam has been operating since 2007. We currently employ more than 800 people in our offices in Vietnam, Denmark, Sweden, and Norway.

At Esoft, we encourage all applicants from minorities, women, people with disabilities, and all other qualified applicants.

**THE POSITION**

As our **Client Experience & Onboarding Specialist**, you will lead the design and execution of workflows that minimize friction and maximize satisfaction during the customer journey. You will play a key role in shaping the support infrastructure and onboarding process across a hybrid suite of internal and third-party tools used in our white-label service offerings.

**RESPONSIBILITIES**

**Client Onboarding & Experience**
- Lead and manage the end-to-end onboarding journey for new clients, ensuring all setup, training, and support touchpoints are delivered on time and with clarity.
- Identify and minimize barriers to product adoption through proactive problem-solving, personalized onboarding plans, and follow-ups.
- Develop and deliver onboarding resources (e.g., welcome kits, product tutorials, process documentation).
- Serve as the client’s advocate within internal teams, helping to translate client needs into action.
- Be the key client point of contact for onboarding process and issue resolution.

**Technical Support & SME Leadership**
- Act as the internal and client-facing **Subject Matter Expert (SME)** on key 3rd-party white-label solutions provided to clients.
- Support clients during onboarding with platform setup, configuration, and initial usage guidance, as well as ensuring positive client experience.
- Create, maintain and coordinate updates to documentation and knowledge base materials related to third-party platforms and integrations.
- Liaise with product, Sales, Customer Service and tech teams on integration roadblocks, feature limitations, and client feedback.

**Workflow & Process Design**
- Design and optimize onboarding workflows and support processes to drive efficiency, scalability, and consistency.
- Identify experience pain points or bottlenecks and propose workflow improvements.
- Collaborate with cross-functional teams (product, ops, sales, customer support) to align onboarding processes with overall business strategy.

**Client Support Infrastructure**
- Support the design and refinement of the broader support framework including help desk flow, FAQs, escalation paths, and customer success KPIs.
- Track onboarding success metrics and feedback to inform continuous improvement initiatives.
- Ensure alignment of onboarding and support practices across regions and client types.

**REQUIREMENT**:

- 3+ years of experience in **client onboarding**, customer experience, or customer success roles (preferably in a B2B environment).
- Demonstrated experience managing or supporting onboarding involving **third-party platforms or technical integrations**.
- Good communication skills in English—both written and spoken (this is a client-facing role).
- Experience in real estate, media, or creative services industries preferred.
- Strong understanding of **support systems**, onboarding best practices, and workflow design.
- Familiarity with tools such as CRMs, project management platforms, and help desk software.
- Comfortable liaising across internal teams and managing multiple priorities in a fast-paced setting.
- Working time: Monday - Friday, Flexible working hour_
- Location: Han Viet Tower, 348 Kim Nguu, Minh Khai, Hai Ba Trung, Hanoi_

**WHAT WE OFFER**

We offer you an opportunity to continue building your career in an international and successful company with market-leading, innovative solutions. In every business unit and in every office around the world, Esoft has always been driven by a strong team spirit and an even stronger sense of pride. We strive to provide an interesting workplace, where people work and interact across cultures and time zones. We cherish creativity and innovation, and we invest in training and development of employees.
- Attractive salary
- 100% SHUI in probation, premium healthcare package for individuals and family
- Daily meals provided
- Experience in increasingly challenging and engaging real-world QMS projects.
- Experience in an international company with the culture that encourages and fosters creativity, innovation, respect and equality
- Opportunity to learn from experienced leaders and managers
- Attendance in meetings, events, networking opportunities and training courses

**Application dead