Working Location: 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Department: Customer Service
Line report: CS Manager

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 looking for a potential candidate to design and implement scalable customer service processes, SOPs, and automation workflows to support our eCommerce expansion across multiple markets.

I. RESPONSIBILITIES:

Process & SOP Design:

• Design and document standardized customer service workflows
• Create SOPs for all CS scenarios (returns, complaints, pre-sale, post-sale)

FAQ & Help Center:

• Build comprehensive self-service knowledge base
• Write clear, customer-friendly help articles
• Organize content by customer journey stages

Automation & Efficiency:

• Design automation rules and workflows (auto-responses, routing, tagging)
• Create and maintain macro/template library
• Track and report on efficiency improvements

II. REQUIREMENTS:

MUST-HAVE

• 3+ years in process design, operations, or customer experience roles
  Đã từng lead team trước đây
• eCommerce background required (marketplace, DTC, or online retail)
• Proven track record designing SOPs and workflow automation
• Core Competencies:
• Strong analytical thinking and problem-solving
• Excellent documentation skills (clear, concise writing)
• Project management abilities
• Cross-functional collaboration (works well with CS, Tech, Marketing)
• Bilingual (English + Vietnamese)

NICE-TO-HAVE

• Beauty/cosmetics industry background
  Experience with FAQ/Help Center development and maintenance
• Multi-channel support operations (email, chat, social, marketplace)
• International/multi-region customer service
• AI chatbot or automation tool implementation
• Knowledge base SEO optimization

III. RECRUITMENT PROCESS:  (3 rounds)

CV Application → 1. Online Screening with HR → 2. In-house Interview with Lead  → 3. Interview with CEO

IV. BENEFITS:

• Attractive income;
• Company Yearly Performance Bonus;
• PVI Healthcare Insurance; Full insurance contribution on 100% contractual salary
• 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 (happy hour party, team building party, quarter party, company trip), sport club, gift voucher…
• Employee Discount Code (Up to 50%);