Customer Services Manager

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Lixibox Full time

Working Location:
 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.

Team:
CS

Line report:
CEO

Lixibox
 is a full-stack one-stop omni-channel solution for luxury affordable brands to reach GenZ consumers in Vietnam, one of the fastest growing regions in the world. We focus on optimizing operation by leveraging an in-house agency and the in-house technology solutions to bring the most effective brand launching that would benefit the end consumers.

We are seeking a dynamic and experienced Customer Service Manager to lead and scale both Customer Service (CS) and Telesales operations across Vietnam and international markets (especially the US). The ideal candidate will have a strong track record in telesales management, customer satisfaction, and e-commerce platforms like Shopee, TikTokShop, Shopify, and Amazon.

This role is pivotal in driving revenue through sales enablement, managing and developing high-performing teams, and enhancing the customer experience through automation, coaching, and cross-functional collaboration.

Responsibilities

  • Manage daily operations of Customer Service and Telesales teams to ensure service quality, target achievement, and consistent performance across all channels.
  • Build, scale, and manage the international CS team (starting with the US market) while coordinating closely with the Vietnam-based team.
  • Monitor key performance metrics and drive improvements in conversion, upsell, cross-sell, and customer satisfaction.
  • Develop and standardize SOPs, sales scripts, escalation processes, and response templates for CS and telesales.
  • Set KPIs, conduct performance reviews, and lead coaching, hiring, onboarding, and performance management initiatives.
  • Oversee omnichannel customer support (email, phone, live chat, social, marketplaces) and handle escalated customer cases.
  • Leverage data, analytics, CRM tools, and automation to optimize workflows, reporting, and capacity planning.
  • Collaborate with internal teams to enhance customer journey, UI/UX, service consistency, and long-term customer loyalty.

Qualifications

  • 5+ years experience in managing Customer Service and/or Telesales teams (preferred team size members).
  • Proven track record managing e-commerce operations with platforms like Shopee, TikTokShop, Shopify, Amazon.
  • Experience handling both Vietnam & international markets (especially the US) and cross-border logistics/sales challenges.
  • Strong English and Vietnamese communication skills (written and verbal).
  • Proficient in using CRM and helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk), and marketing/sales automation tools.
  • Excellent analytical skills, with experience in tracking KPIs and building performance dashboards.
  • Proven ability to build scripts and flows for automation, upsell, and customer retention.

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