Job description
As the Customer Product Specialist Executive, you will lead and scale our customer-facing product support and advocacy function. You will be a strategic leader, responsible for building a world-class team, defining processes, and ensuring that our customers have an exceptional experience with our rapidly evolving products. You will be the voice of the customer within the company, working closely with executive leadership, product, engineering, and marketing to drive product improvements and customer satisfaction.
Key responsibilities
Customer Support & Advocacy:
- Oversee the handling of complex technical support requests from customers, primarily through digital channels (e.g., chat, email, in-app messaging).
- Develop and maintain a deep understanding of our products and their underlying technologies.
- Troubleshoot technical issues and escalate to engineering when necessary.
- Advocate for customer needs within the product team.
- Ensure high levels of customer satisfaction.
Product Feedback & Iteration:
- Establish processes for gathering, analyzing, and reporting on customer feedback.
- Work closely with product managers and engineers to prioritize bug fixes, feature requests, and usability improvements.
- Participate in product planning and roadmap discussions.
- Contribute to user research efforts.
Documentation & Training:
- Create and maintain user documentation, FAQs, knowledge base articles, and training materials.
- Develop and deliver training to internal teams (e.g., sales, marketing) on product features.
Release Management Support:
- Assist with testing new product releases.
- Communicate product updates and changes to customers.
- Gather feedback on new features.
Metrics & Reporting:
- Define and track key performance indicators (KPIs) for the team (e.g., resolution time, customer satisfaction, feedback volume).
- Report on team performance and customer feedback to stakeholders
Qualifications
Education: Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent experience.
Experience:
- Minimum of 5+ years of experience in a technical support, customer success, or product-related role.
- Experience working in a fast-paced, B2C tech startup environment.
- Experience with software products (ideally security, messaging, or communication platforms).
- Experience working closely with product and engineering teams.
- Experience managing and resolving escalations.
- Experience working in Vietnam or Southeast Asia is a plus.
Skills:
- Excellent communication and interpersonal skills (written and verbal).
- Strong technical aptitude and problem-solving abilities.
- Ability to understand and explain complex technical concepts to non-technical users.
- Customer-centric mindset and a passion for helping users.
- Leadership and team management skills.
- Data analysis and reporting skills.
- Fluency in English, Vietnamese.
