Why we’re looking for you
As a Customer Success Specialist for GemX, our A/B testing app built for Shopify merchants, you’ll be the go-to person for SME customers during their trial phase. Your mission goes beyond answering questions — you'll guide them through setup, troubleshoot common issues, and ensure their first test runs smoothly and successfully.
This role is perfect for someone who loves combining product expertise with customer empathy to drive adoption and create seamless onboarding experiences.
You’ll do
1. User Guidance & Education
- Respond to incoming questions on how to create A/B tests, interpret reports, and understand test outcomes.
- Break down A/B testing concepts such as traffic split, conversion rate (CR), and sample size in simple, friendly language.
- Guide customers through GemX usage, and collaborate with GemPages when template adjustments are needed.
2. Troubleshooting & Error Handling
- Use internal technical checklists to identify if issues are due to user action, system behavior, or missing setup conditions.
- Independently resolve common issues.
- Escalate complex cases with full context (screenshots/videos, steps to reproduce) to the relevant team.
3. Customer Feedback Loop
- Collect structured customer feedback including bugs, feature requests, and usability issues, with clear use cases and frequency.
- Submit feedback to the Product team using internal forms (ClickUp).
4. Delivering a Professional Support Experience
- Respond within SLA targets based on request type and priority.
- Ensure each customer feels understood and supported with personalized responses.
Working time (UTC+7): Sunday to Thursday (01:00 PM - 10:00 PM) or Tuesday to Saturday (01:00 PM - 10:00 PM)
You Have…
- 1–2 years of experience in Digital Marketing or A/B Testing.
- Have experience in Customer Success (nice to have, training can be provided)
- Proficiency in English at a B2 level (CEFR) or equivalent to IELTS 6.0 - 6.5.
- Basic understanding of Shopify (including how themes, pages, and apps function within a storefront)
- Clear, friendly, and structured communicator—especially in written formats like chat and email
- Fast learner with a self-driven attitude, capable of exploring and understanding product features independently
- Strong solution-oriented thinking, focused on helping users achieve their desired outcomes
- Strong organizational skills and the ability to manage tasks across multiple priorities
- Basic technical knowledge is a plus
We offer
- Salary range: Upto 20MIL
- Able to work remotely
- Performance review: 2 times per year.
- Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
- Lunch meal + Parking fees provided (if any).
- 12 annual leaves/ year.
- Bonus on birthday, 30/4&1/5, 2/9.
- Social insurance & Health insurance for team members.
- Annual Health Checkup at the top clinic in Vietnam.
- Weekly shoulder massage treatment (if any)
- Annual team building: summer trip, many indoor and outdoor activities such as soccer club, swimming club, cycling club…
Why you’ll love working here
- Learn product-thinking and customer-centric mindset.
- Collaborative and supportive environment
- Young and passionate colleagues
- Professional and creative office view
- Clear & Scientific Agile Framework on the whole company workflow & culture.
- Deliver a top-notch customer experience which helps customers maximize their benefits
- Become an expert with in-depth knowledge of world-class products and services
- Own valuable customer relationships in one of the fastest-thriving industries.
Job Type: Full-time
Pay: Up to 20,000,000₫ per month
