Job Description
- Now hiring · Customer Service
Team Lead B2B Customer Service
Lead B2B Customer Service for merchOne's resellers across Europe, North America and Asia, and run it AI-first.
Ho Chi Minh City · On-site (5 days)Full-time · merchOne Reseller
About the role
At merchOne Reseller, B2B Customer Service works hand in hand with B2B Marketing, Sales, Key Account Management and Operations.
We are looking for a builder who runs it AI-first and writes the playbook instead of waiting for one. Behind the service sit our own production sites in the USA, Germany, Poland and Latvia.
In a nutshellrun service AI-first, lead the B2B service team, and build the processes and standards that teams work by.
At a glance
Location
Ho Chi Minh City
22 Nguyễn Thái Học, Phường Tân Sơn Nhì · On-site, 5 days
Team
B2B Customer Service
at merchOne Reseller
Markets
Europe, North America, Asia
resellers you support
Experience
5+ years
incl. leading a team
Reports to
Head of B2B Reseller
The role in detail
What you will do, and what we need from you. Side by side.
What you will do
- → Run service AI-first.
- Automate triage, routing, standard answers and self-service, so AI resolves the routine and your team handles the exceptions.
- → Lead the team.
- Coach and develop the B2B service team that supports our resellers in Europe, North America and Asia.
- → Build processes and set standards.
- Design how onboarding, order exceptions, complaints, returns and escalations are handled, with clear SLAs, owners and handovers across teams.
- → Be a commercial partner.
- Give Sales, KAM and B2B Marketing a reliable service backbone, and feed churn risks, upsell signals and product gaps back to them.
- → Be the client's voice towards Operations.
- Solve issues at the source with our production sites in the USA, Germany, Poland and Latvia, and fix recurring problems for good.
- → Make performance visible.
- Own the KPIs: automation rate, resolution time, first-contact resolution, tickets per order, cost per ticket and client satisfaction.
What you bring
Must have
- → 5+ years in B2B customer service or support operations, including direct leadership of a team.
- → Hands-on AI and automation experience in service: workflows you built or improved yourself, and the numbers they changed.
- → Proof that you have built something: a process, a standard or a tooling setup that other teams adopted.
- → Measurable results in service KPIs such as resolution speed, client satisfaction or ticket reduction.
- → Commercial thinking and experience working closely with Sales, Account Management or Marketing.
- → Experience with ticketing and CRM systems.
- → Fluent English, written and spoken.
A plus
- → Print-on-demand, reseller, marketplace or B2B e-commerce experience.
Why this role
Builder role
Build on what is in place
The team, processes and standards are in place. Improving them and the AI layer are yours to build.
AI layer | Yours to build
Scope
At the heart of the team
You connect with B2B Marketing, Sales, KAM and Operations, and set the standards for how client issues move between them.
Cross-team | Standards
Reach
Resellers on 3 continents
Your team supports resellers in Europe, North America and Asia.
EU | NA | Asia
Impact
Own the numbers
You own the service KPIs, from automation rate to client satisfaction.
KPIs | Results
Who we are looking for
Two short lists. The second one is on purpose: it saves us both time.
Sounds like you?
- → You build processes and standards, you do not just run someone else's.
- → You have led a B2B service team and owned its numbers.
- → You reach for AI and automation to clear the routine.
- → You work across Sales, KAM, Marketing and Operations, not in a silo.
Probably not a fit if
- → You prefer running established processes to building new ones.
- → Your experience is mainly B2C, with little B2B or partner-facing work.
- → You have not yet used AI or automation hands-on in a service workflow.
- → Working fully on-site in Ho Chi Minh City would not suit you.
What we offer
- → Attractive, performance-based pay
- salary and bonus based on your results
- → 13th-month salary
- an extra month's pay each year
- → Work equipment provided
- laptop, monitors and the tools you need
- → AI-first environment
- automation and tooling to clear the routine
- → Local benefits
- health coverage, paid leave and local perks
How we hire
Five steps, run properly. No surprises: we tell you who you will meet and what each stage involves.
1
Async
You apply
Short application and CV. Reviewed by Talent and the hiring manager.
Reviewed byTalent + hiring manager
2
30 min
Recruiter call
Mutual scoping with the Talent team.
You meetTalent team
3
30 min, online
Online call
A 30-minute online call with the person you would report to.
You meetHead of B2B Reseller
4
On-site + case
Interview + business case
An on-site interview where you present a business case.
You meetGeneral Director Vietnam
Head of B2B Reseller
5
Decision
Offer
A decision and an offer, with feedback either way.
OutcomeOffer
You will hear back from us after every stage, also when it is a no.
Ready to apply?
If this sounds like you, use the Apply button to send us your CV.
