Support Lead (Ecommerce)

TL;DR

Support Lead (Ecommerce): Leading and managing Tier 1 and Tier 2 support teams to ensure seamless customer experiences with an accent on AI-first support adoption and operational efficiency. Focus on optimizing support processes, mentoring team members, and collaborating with product and engineering teams to resolve complex issues.

Location: Must be based in Vietnam (Remote)

Company

hirify.global is an innovative eCommerce technology company focused on enhancing search, discovery, and customer engagement through a suite of specialized apps.

What you will do

• Lead and manage Tier 1 and Tier 2 support teams to ensure timely and efficient issue resolution.
• Champion an AI-first support culture by driving the adoption and governance of AI-powered tools.
• Monitor support metrics to identify trends and implement process improvements.
• Provide mentorship and guidance to foster team growth and collaboration.
• Handle complex, high-priority customer tickets and escalate issues to stakeholders.
• Collaborate with product and engineering teams to address recurring issues and provide feedback.

Requirements

• Must be based in Vietnam
• Proven experience leading and managing support teams in a fast-paced environment.
• Strong verbal and written communication skills in English.
• Good knowledge of frontend technologies including HTML, CSS, and JavaScript.
• Experience with support tools such as Intercom, Slack, and Confluence.
• Strong analytical skills with the ability to identify trends and improve processes.

Culture & Benefits

• 100% remote culture with the flexibility to work from anywhere in Vietnam.
• Performance-based year-end bonus.
• 20 days of annual time off plus Vietnam public holidays.
• Wellness allowance and Generali Health Care coverage.
• MacBook provided for work.
• Opportunities for continuous learning through workshops and resources.