Customer Success Specialist

Job Title: Marketplace Sales Manager (Global)

Location: Remote within Vietnam

About the Role
At Tridge, our Customer Success Team plays a pivotal role in delivering exceptional support to our global customer base. As a Customer Success Specialist, you will join a mission-driven team committed to empowering our customers and enhancing their experience in a connected marketplace. Working in a dynamic and fast-paced environment, you’ll ensure our 24/7 service promise is upheld.

This position requires flexibility and a willingness to work in a three-shift rotation. You will directly contribute to maintaining consistent, high-quality support across time zones, making a significant impact on customer satisfaction and platform usability.

Key Responsibilities

• Customer Support: Deliver timely, accurate responses to email and chat inquiries, ensuring positive customer feedback and satisfaction.
• Data Management: Accurately input, update, and maintain user records while identifying discrepancies and assisting in data analysis and reporting.
• Quality Assurance: Conduct quality checks, rectify inconsistencies, and safeguard user confidentiality.
• Process Improvement: Identify recurring customer issues, collaborate with internal teams to implement solutions, and suggest enhancements to data management processes.
• Team Collaboration: Work cross-functionally to gather data and support essential tasks across various departments.

Key Performance Indicators (KPIs)

• Respond to an average of 20-30 weekly email and chat inquiries.
• Complete assigned ad hoc tasks efficiently.
• Meet established response time goals for seamless customer support.

Requirements

• Experience: Minimum of 3 years in customer service, particularly through online communication platforms; prior experience in data logging or entry roles is highly desirable.
• Technical Skills: Proficiency in CRM systems, Microsoft Office Suite (especially Excel), and basic database management systems (DBMS).
• Team Skills: Proven ability to collaborate in a team setting and coordinate with various departments.
• Other: Ability to work 9-hour shifts with a 1-hour break, in a 3-shift rotation.

Preferred Qualifications

• A proactive self-starter with a willingness to take ownership and grow within the role.
• Thrives in a fast-paced, high-pressure environment.
• Believes in Tridge’s vision and is eager to tackle challenges as part of a cohesive team.

Why Join Us?

• Be part of a team that values empathy, excellence, and teamwork.
• Work in a global environment with opportunities for career growth and personal development.
• Contribute to a platform that is transforming the food and agriculture industry.

The Interview Journey:

• Application Review ⇒ 1st Interview with Global Recruiter ⇒ 2nd Interview with Team or Department Lead ⇒ (*3rd interview can also be scheduled if needed) ⇒ Offer call
• The interview process may vary depending on internal circumstances.

Employment type: Contractor (1 year) renewable contingent upon performance.

If you are a self-starter with a passion for making a difference, and if our core values resonate with you, we encourage you to apply and become a part of our team. Apply Now!