Customer Service Manager, Vietnam

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it!

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 13-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

We are hiring Customer Service Manager, you will be reporting to the Director, Customer Experience in Hong Kong while working closely with the Managing Director in Vietnam. You will be responsible for overseeing and directing teams of customer service representatives to achieve targets in a cost and process effective manner. We are looking for a high caliber individual to coach and mentor an efficient and strong customer service team. The ideal candidate will have leadership experience and exceptional customer service skills to successfully manage Lalamove's Customer Service operations in Ho Chi Minh, Vietnam. You should possess a spirit of excellence, be passionate about what you do and have a positive mentality to motivate your team.

What you will do

• Team Leadership: Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth.
• Operational Excellence: Oversee daily workflow to meet critical KPIs, including EAHT and attendance.
• Escalation Management: Handle complaints and complex issues from users or drivers with professionalism and a problem-solving mindset.
• Process Improvement: Identify "room for improvement" in current workflows and implement data-driven solutions to enhance the customer journey.
• Stakeholder Collaboration: Work closely with Marketing, Sales, and Driver Operations to align CS strategies with broader business goals.
• Reporting: Analyze daily/weekly performance metrics and present insights to the Functional Team in HK, and the local management team.
• System Management: Manage and maintain CS related systems. (e.g. Chatbot and FAQ help centre)
• Project Management: Manage and deliver the ad-hoc projects as assigned by Functional Team in HK.
• Special/ad-hoc projects will be assigned by Line Manager

What we seek

• Leadership skill to manage a sizable, high performing CS team in Vietnam
• Strong sense of prioritization and structured mindset to cover multiple projects at the same time, without compromising on quality.
• Acute sense of discernment and diplomacy to arbitrate fairly on difficult cases
• Exceptional written and verbal communication skills to communicate accurately within your team and across Lalamove networks
• Data-driven to identify leverages and make the best decisions for the business in every situation
• Innovative, problem solving and able identified gaps to improve the process, departments or organizations

What you will need

• Experience: Minimum 6 years in Customer Service or Operations, with at least 4 years in a supervisory or leadership role.
• Communication: Native-level Vietnamese and Business-level English.
• Tech Savvy: Proficiency in CRM tools, Google Workspace, and advanced Excel for data analysis.
• Mindset: A "can-do" attitude with the ability to remain calm and decisive under high pressure.
• Industry Knowledge: Experience in logistics, e-commerce, or a high-growth startup environment is an advantage.

At Lalamove

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.