Senior Customer Success Specialist

ABOUT THE JOB

This position is on-site at our office in Ho Chi Minh City, Vietnam.

ABOUT OPTISIGNS 

OptiSigns is the leading digital signage company in North America, with over 30,500 customers in 121 countries. Our cloud-based platform helps organizations manage screens and content across retail, hospitality, education, and corporate environments. We are a fast-growing, customer-obsessed team building simple, scalable, and reliable products.

THE ROLE 

We're not looking for someone to just handle tickets. We're looking for someone who truly cares about the customer experience and gets frustrated when things aren't working as well as they should. You'll own the hard cases, the ones that need judgment, not just a script. You'll notice patterns, fix things before they become problems, and help the people around you get better. This is a senior role and we expect you to act like one.

YOUR MISSIONS 

01 Handle the cases that need real experience 

Escalations, edge cases, customers who've already been through multiple agents and are losing patience. You dig into the details, coordinate with the right internal teams when needed, and own the case until it's fully resolved.

02 Keep your own work at a high standard 

You consistently hit strong CSAT scores, keep response times tight, and write responses that are clear enough that the customer doesn't need to write back asking for clarification. You track your own open cases and make sure nothing slips through. 

03 Help teammates work through difficult cases 

When junior agents come to you with a case they're unsure about, you help them reason through it: what's the actual issue, what has and hasn't been tried, what would a good resolution look like. You build their judgment, not just unblock the ticket. 

04 Stay close to the product and surface insights

You're seeing more customer interactions than almost anyone in the company. When a pattern shows up, a recurring bug, a confusing feature, or a gap in documentation, you capture it clearly and make sure it reaches the right people. That means you also need to know the product well enough to tell the difference between a customer misunderstanding and an actual product problem. You keep up with changes, troubleshoot confidently, and update your own knowledge without waiting to be trained.

Requirements

Required Qualifications:

• 5+ years in a customer-facing role at a SaaS or tech company, with experience handling complex or escalated cases from start to finish.
• Proficient in written and spoken English. You write clearly and professionally, and can de-escalate a difficult situation without making it worse.
• Comfortable working in a shift-based setup that covers US business hours. Prior experience supporting North American or global customers is a plus. 
• Reliable and self-managed. You prioritize well, follow through on open cases, and don't need to be reminded to close the loop with a customer.

Benefits

Compensation & Benefits 

• 13th month bonus
• Healthcare insurance package and 24/24 Personal accident insurance
• Yearly outing
• English training programs
• Free drinks and snacks. Free parking. Free sports clubs

Growth & Environment 

• Opportunities for overseas training and travel
• Work directly with global teams in the US and Vietnam 
• Exposure to product, engineering, and business decisions