Customer Service Leader (English)

WORKING TIME & LOCATION: Work in shifts Working schedule according to company arrangements 2 days off/ week (weekday) Willing to work flexibly from home or the office, while ensuring at least 50% of working time is spent onsite at the Hanoi office. WHAT YOU WILL DO 1. Customer Service Provide direct customer support to both Vietnamese and international users across all Capichi products and services. Coordinate with restaurants, delivery partners, and payment gateways to resolve operational issues efficiently. Deliver a professional customer experience while handling high-pressure situations with flexibility and sound judgment. Collaborate closely with Product Development, Business Development, Accounting, Marketing, and other internal teams to resolve customer requests and continuously improve the customer experience. 2. Team Management & Training Support the management and coordination of the Customer Service team in daily operations. Monitor service quality, response times, and overall customer satisfaction. Train, coach, and develop team members to enhance their skills and performance. Handle complex customer cases and operational escalations. 3. Process Improvement & Optimization Participate in designing, reviewing, and improving customer service processes, workflows, and operational documentation. Propose solutions to enhance operational efficiency and service quality. 4. Restaurant Content Management Manage restaurant menus and maintain accurate restaurant information displayed on the Capichi platform. 5. Other

Responsibilities:Perform other tasks related to customer service operations and continuous service quality improvement.

Mandatory

Qualifications:Good command of English, with the ability to communicate confidently in both spoken and written English in a working environment. Previous experience in Customer Service, Customer Support, or a related role. Experience leading a small team or a strong desire and capability to grow into a management role. Excellent communication, problem-solving, and conflict resolution skills. Proactive, adaptable, responsible, and highly accountable. Ability to work effectively under pressure and adapt quickly in a fast-changing environment. This position requires a flexible shift schedule, including evening shifts, weekends, and public holidays. Preferred

Qualifications:Experience supporting international customers or working in a multilingual and multicultural environment. Additional language skills, particularly Japanese, are an advantage. Experience in improving customer service operations and processes. Experience working in a startup, technology company, F&B business, or e-commerce environment.

Attractive salary, bonus 13th-month salary, annual salary review Social & medical insurance in line with Vietnamese Labor Law Capichi Points for employees, usable for in-app discounts Employee gifts on special occasions Young, dynamic environment, agile mindset, product ownership mindset A multicultural working environment