Working Location: 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Team: Customer Service
Line report: Country Director

Lixibox is a full-stack one-stop omni-channel solution for luxury affordable beauty brands, funded by well-known Silicon Valley investors. The company focuses on optimizing operations by leveraging in-house agency and technology solutions to bring effective brand launching for end consumers.

I. RESPONSIBILITIES:

• Manage the daily operations of both CS and Telesales teams, ensuring optimal performance, target achievement, and service quality across all channels.
  
  
• Build and scale the international CS team, starting with the US market, while maintaining seamless collaboration with the Vietnam-based team.
  
  
• Monitor daily performance (e.g. response time, call quality, AOV, approval rate), and implement strategies to improve conversion rates and upselling across both teams.
  
  
• Develop and implement SOPs, sales scripts, escalation flows, and standardized response templates across CS and telesales functions.
  
  
• Set KPIs and evaluate performance weekly/monthly. Plan coaching sessions and performance reviews to maintain high motivation and skill levels.
  
  
• Support team leads in hiring, onboarding, promoting, or managing underperformance when needed.
  
  
• Ensure all relevant communication, tools, and data are updated, organized, and leveraged for continual performance improvement.
  Oversee exceptional customer service delivery across email, phone, live chat, social media, and e-commerce marketplaces.
  
  
• Handle escalated customer cases, ensuring prompt, professional, and customer-centric resolutions.
  
  
• Design and optimize telesales call scripts, chatbot flows, upsell pitch decks, and post-purchase nurturing messages.
  
  
• Drive up-sell and cross-sell strategies via call center and live chat support.
  
  
• Collaborate closely with internal departments (Operations, Tech, Product, Marketing) to improve user journey, UI/UX, and service consistency.
• Monitor, analyze, and report on key metrics including:
  

                                    + First Response Time

                                    + Average Handle Time

                                    + CSAT/NPS Score

                                    + Telesales approval rate

                                    + Average Order Value

                                    + Conversion & Upsell rate

• Use sales and customer data to propose and execute data-driven improvements.
  
  
• Provide regular performance reports and insights to leadership.
  
  
• Anticipate resource needs and adjust capacity planning based on market demand.
• Create and manage automated messaging flows for customer support and sales (e.g. abandoned cart recovery, promotion reminders).
  
  
• Optimize existing CRM & CS platforms (e.g. Gorgias, Zendesk, Freshdesk) and integrate with new tools if needed.
  
  
• Leverage customer feedback (VoC) and journey mapping to remove friction points and enhance customer loyalty.

II. REQUIREMENTS:

• 5+ years experience in managing Customer Service and/or Telesales teams (preferred team size 50-100+ 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.

III. RECRUITMENT PROCESS:  (2 rounds)
CV Application → 1. Interview with HR and Line Manager → 2. Interview with Head of Department and CEO.

IV. BENEFITS:

• Highly competitive packages with Incentive (Monthly/Quarterly);
• Company Annual Performance Bonus;
• PVI Healthcare Insurance;
• 12 annual leave per year;
• Annual Salary Review;
• Social Insurance (prescribed by state);
• Lunch and snack sponsored by Company;
• Parking - Monthly parking is covered by Company;
• Other benefits: Company Activities, ping pong at office, gift voucher…
• Employee Discount Code (Up to 50%).