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Position: Customer Support Leader

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Customer Support Leader
  • – Software as a service (SaaS) remains the largest market segment in the warp-speed digital transformation, and is forecast to grow to $104.7 billion in 2020. FireGroup would be honored to be a top-choice list of SaaS for the merchants on Shopify, the biggest e-commerce platform in the world, and we continuously keep expanding the line of products across multiple platforms along with all modern technology.
  • – Our mission is to become a leading SaaS solution provider with outstanding products that furnish and support customers in diverse industry sectors with the best-in-class services.Visit our websites: &
  • – Ensure agent adherence to policies for attendance, established procedures etc.
  • – Be responsible for leading the Customer Support team, work with team members refining and scheduling appropriate training sessions
  • – Prepare weekly/monthly/annual results and performance reports
  • – Develop training documents that support daily operations
  • – Answer questions from team members, motivate and encourage agents through positive communication and feedback
  • – Monitor queue and track conversations from all channels to maintain excellent service level requirements. Keep agents aware of pending conversations.
  • – Analysis of trends, emerging issues and factors affecting team performance
  • – Devise and/or recommend ways to optimize procedures
  • – Work closely with Customer Success team in to solve problems collaboratively
  • – Keep management and internal departments informed on issues and problems
  • – An enthusiastic, energetic, detail oriented and proactive person who works well in a fast-paced, dynamic team environment.
  • – Tech-savvy and eager to learn about technology products
  • – Enjoy the challenges and are passionate about helping others.
  • – 5+ years of customer support experience in SaaS organization.
  • – Proven work experience as a team leader or supervisor, at least 2 years.
  • – English is a must (Fluent in English, IELTS 6.0 or an equivalent certificate)
  • – Good presentation skills
  • – Have knowledge about e-commerce and B2C
  • – BPO experience is a plus.
  • – Strong written/verbal communication skills
  • – Data collection and ordering
  • – Stress tolerance
  • – Able to work during weekends and holidays
  • – Have opportunity to work with overseas clients, mostly US, Canada and European countries
  • – Join the dynamic, young and friendly projects team
  • – Possible career path with many opening roles within company
  • + Customer Support Manager
  • + Switching to the technical field as Associate Product Manager
  • – Attractive salary based on skill and experience
  • – Annual salary review
  • – Additional bonus performance-based bonus in addition to 13-month bonus
  • – All insurances according to Vietnamese Labor law
  • – Free coffee, tea, candy.
  • – Happy events: kick off, birthday, moon party
  • – Technical seminar in the company
  • – Support for all sports activities: Football, Badminton
  • – Company trip in every summer, annual year-end party, team building
  • – Please send us your wonderful resume to
  • – Should you need any further information, kindly please contact us via (+84)28 2229 9989
  • – Visit FireGroup’s website to know more about our life, culture: