Customer Service Manager

Gohub is a travel eSIM company focused on Vietnam and APAC travelers, since 2018. We empower travelers with seamless connectivity, ensuring worry-free travel experiences and keeping our customers connected to what matters most – anywhere in the world.
We are on a mission to expand our reach beyond Vietnam and ASEAN with the upcoming launch of our innovative new app. This global expansion demands a world-class customer service experience that reflects our commitment to 24/7 support. As our Customer Service Manager, you will play a pivotal role in upholding our exceptional customer service standards and propelling us towards global success, driving revenue growth as we enter new markets.

What you will do

  • Cultivate a collaborative and results-oriented environment for both B2C sales and customer service members. Empower them to achieve ambitious quarterly quotas by prioritizing and handling leads and customer expansion opportunities.
  • Design stellar training programs that equip your team with in-depth eSIM knowledge, cutting-edge sales techniques, and exceptional customer service skills. Foster a deep understanding of customer needs across the entire buying journey.
  • Leverage your understanding of consumer behavior and eSIM technology to design targeted outreach strategies and explore innovative sales channels. Optimize conversion funnels, craft compelling messaging, and implement strategies to maximize customer lifetime value.
  • Foster a collaborative environment where your B2C sales and customer service teams work seamlessly alongside Growth, Operations, and other departments. Standardize core sales and service processes for consistent and repeatable actions that translate directly into predictable revenue growth and high customer satisfaction.

What success looks like

  • In the near-term, you will lead the assembly of a high-performing B2C sales and customer service team, unveiling a data-driven strategic plan to achieve aggressive sales targets and exceptional customer retention rates.
  • In the long-term, your leadership will encompass both B2C sales and customer service teams. You will play a pivotal role in clearly defining the sales cycle and customer journey. This will ensure a seamless handoff between acquisition and retention, fostering ongoing collaboration between the teams.
  • You will work closely with the Growth team to identify strategies to maximize top-funnel leads, optimize the sales cycle, and ultimately achieve the accelerated growth targets we’ve set. Additionally, you will implement initiatives to drive repeat business and customer upselling opportunities.

Who you are

  • 5+ years of experience leading teams to achieve outstanding results. You will have a demonstrably successful track record of exceeding sales targets and driving revenue growth.
  • A strategic mastermind with a deep understanding of B2C methodologies and consumer behavior, you can craft compelling sales strategies that resonate and translate to demonstrably successful results.
  • Thriving in leadership of large, multi-shift teams (10+), you excel at wielding exceptional task-management skills to strategically delegate responsibilities and create seamless collaboration between customer service and B2C sales.
  • Excellent written and verbal English are essential, but you will also excel in building strong relationships, motivating your team, and fostering a collaborative environment through your top-notch interpersonal skills.
  • Experience in the telecommunications or mobile device industry is a strong asset, as a deep understanding of these dynamic markets will significantly benefit your strategic sales leadership.
Department: Customer Service
Type: Full Time
Location: Ho Chi Minh City

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