Salary: Negotiation

Location: Trụ sở Hà Nội

Application deadline: 18/10 — 30/11/2021

Job description

Job Title: Lead (Digital Experience Team)

Report To: Product Lead (Demand)

Location: Hanoi


Job Overview

As a Lead for the digital experience team, you will work closely with the product team to understand the business needs and then drive results through his/ her team.


Digital Experience Team

Team of 5 to 10 executives who are digitally handling a dedicated group of firm’s customers to drive customer success by

  1. Understanding customer needs and identifying gaps in adopting and using our mobile apps for ordering
  2. Educating customers about the different promotions available on the mobile apps
  3. Provide trustworthy feedback and after-sales support


Responsibilities and Duties

Managing a Digital Experience Team to provide world class customer service for our digital customers

  1. Define Digital Experience Team’s SLAs and align with the product team, and then regularly monitor and report these
  2. Generating and testing ideas on how to improve SLAs through modifications to call/ chat scripts, and other processes
  3. Training team members to help them achieve team SLAs as well as to ensure that proper standards are maintained for all customer communications
  4. Summarising customer issues to the product team based on feedback from Digital Experience Team
  5. Monitoring utilization of team by allocating daily & monthly responsibilities



The ideal candidate is result-focused, and takes initiative as well as ownership of their work

The requirements are:

  1. Smart, confident and excellent communication skills
  2. 2+ years of sales experience in managing teams of telesales/ customer support executives
  3. Good leadership skills with ability to hire and train telesales/ customer support executives
  4. Knowledge of digital marketing

About Telio

Telio is a B2B commerce platform based in Vietnam. We connect Brands/Sellers to a large population of small household retailers in Vietnam. As of today, we are focusing on the FMCG sector, with a perspective to expand to a few others in the near future. On the retailer’s side, we provide a centralized platform for sourcing good, better pricing with transparency as well as fast delivery. 


More about Telio

Coverage on Telio -,

Merchant site -

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