Junior Customer Success Executive

Better HR is a cloud-based enterprise web and mobile app designed to streamline HR processes such as attendance, leave, overtime, recruitment, performance management, and payroll. Over 600 companies across Myanmar, Sri Lanka, Singapore, Cambodia, and Vietnam have adopted Better HR to manage 40,000 employees and process $5 million per month in salary on the platform.

Role Description

This is a full-time, on-site role located in Ho Chi Minh City, Vietnam. The Customer Success Executive (Chat & Technical Support) will be responsible for providing exceptional customer support through chat, ensuring customer satisfaction and retention, and addressing technical issues. The role involves managing customer accounts, analyzing customer needs, and delivering effective solutions to enhance the user experience.

Key Responsibilities

1. Customer Support & Issue Resolution

2. Provide fast and high-quality support to clients, aiming for a 1-minute first response time through live chat, phone, or email.

3. Troubleshoot technical issues, offer best-practice recommendations, and escalate complex problems to the appropriate internal teams.

4. Maintain detailed records of all client interactions and issue resolutions in the ticketing system.

5. System Setup & Onboarding Implementation

6. Ensure the setup and configuration of the Better HR system for clients are completed smoothly and accurately.

7. Collaborate with internal teams (Sales, Product, etc.) to ensure a seamless transition from trial users to full-paying customers.

8. Training & Driving Feature Adoption

9. Monitor system usage metrics and proactively reach out to clients with low engagement to offer additional training or learning resources.

10. Organize and conduct online or in-person training sessions tailored to different client stakeholders (CEO, Top Managers, HR Managers, Team Leads, Employees).

11. Create and update educational materials such as video tutorials, FAQs, and user guides to help clients use and adopt more features effectively (e.g., performance reviews, payroll, recruitment modules, etc.).

12. Relationship Management & Retention

13. Build and maintain strong, long-term relationships with clients by understanding their business goals and ensuring the Better HR platform aligns with their needs.

14. Conduct regular check-ins and business reviews to collect feedback, address client concerns, and identify opportunities for upselling or cross-selling.

15. Act as the primary point of contact for key accounts, representing their needs and priorities within the organization.

16. Feedback & Continuous Improvement

17. Gather feedback from clients regarding product features and user experience, and relay it to the Product team for improvement.

18. Identify common support issues, coordinate with internal teams to prevent recurrence, and enhance overall user experience.
19. Contribute to building an internal knowledge base and share insights and best practices with the broader Customer Success team.

Qualifications

 Education:

o Bachelor's degree in Business, HR, Communications, or a related field is preferred.

 Experience:

o 1–3 years in a customer-facing role, ideally in a SaaS or technology company.

o Demonstrated experience in handling customer issues, onboarding, and training.

 Skills:

o Outstanding communication (written and verbal) and interpersonal abilities..

o Familiarity with HR processes or HR software is a plus.

o Time management skills and ability to prioritize tasks in a fast-paced environment.

Compensation & Incentives

 Competitive Base Salary: Commensurate with experience and skill set.

 Performance-Based Bonuses:

o Trial Conversion: Incentives for successfully converting trial clients into paying customers in collaboration with the Sales team.

o Renewal Success: Bonus tied to maintaining high client retention rates and successful contract renewals.

 Career Growth: Opportunities for professional development, training, and mentorship within a rapidly growing tech environment.