Operations & Customer Care Team Leader

Job Responsibilities

1. Team Management & Development

• Manage, assign, and supervise daily tasks of the Customer Service & Operations team.
• Monitor team performance, evaluate KPIs, and propose improvement initiatives.
• Train, mentor, and support team members in their professional development.
• Foster a positive, proactive, and results-driven working environment.

2. Customer Service Management

• Ensure customer inquiries and requests are handled within SLA and quality standards.
• Oversee customer complaints, refunds, returns, and other exceptional cases.
• Propose and implement solutions to improve customer satisfaction and reduce complaint rates.

3. Order Operations & Logistics Management

• Monitor the order fulfillment process from order placement to successful delivery.
• Coordinate with suppliers, shipping partners, and internal teams to resolve operational issues.
• Track and analyze operational metrics, including fulfillment rate, delivery success rate, return rate, and processing time.

4. Process Optimization & Reporting

• Develop, maintain, and standardize operational procedures and workflows.
• Analyze data, prepare periodic reports, and recommend process improvements.
• Utilize AI tools, automation solutions, and management systems to improve efficiency.
• Collaborate with management in planning team growth and operational expansion.

Requirements

Must-Have Qualifications

• Strong ability to leverage AI tools and automation solutions to improve productivity and workflows.
• Bachelor's degree or College diploma in a relevant field.
• Good English communication skills (reading, writing, and speaking).
• Minimum 2 years of experience in Customer Service, Operations, or E-commerce.
• At least 1 year of experience managing, leading, or training team members.
• Strong analytical and reporting skills.
• Proficiency in Excel, Google Sheets, and Google Workspace.
• Excellent communication, problem-solving, and organizational skills.
• Proactive mindset, high sense of ownership, and continuous improvement mentality.

Nice-to-Have Qualifications

• Experience in POD, Shopify, Etsy, Amazon, or international E-commerce.
• Knowledge of Fulfillment, Logistics, and Customer Experience management.
• Experience building SOPs, KPIs, and operational processes.

Benefits

• Competitive salary: Up to VND 30 million/month (negotiable based on qualifications and experience).
• Full working equipment provided.
• Opportunity to play a key role in building and scaling the company's operational systems.
• Clear career path toward Operations Manager.
• Young, dynamic, and innovation-driven working environment.
• Full benefits according to company policies.

Working Location

C6 Apartment Building, Tran Huu Duc Street, Tu Liem Ward, Hanoi, Vietnam.

Working Hours

• Monday to Friday: 8:00 AM – 5:30 PM (1.5-hour lunch break)
• Saturday: 8:00 AM – 12:00 PM

How to Apply

Please send your CV to [email protected]

Email Subject: Operations & Customer Care Team Leader – Full Name