Job Description

Xanh SM is a leading electric vehicle (EV) and sustainable mobility solutions provider headquartered in Vietnam. With a mission to redefine urban transportation, we have successfully expanded into the U.S. market and are now preparing to launch operations globally.

Join us in shaping the future of sustainable mobility.

1. Job Description

Oversee nationwide Customer Service & Driver Support operations, ensuring service excellence and optimal operational performance.

Key Responsibilities

• Develop and execute customer service strategies and operational plans aligned with company objectives.
• Assign performance KPIs to teams and individual members.
• Manage all customer service and driver support activities across the country to achieve operational and service KPIs.
• Coordinate and optimize staffing, scheduling, and resource allocation to enhance efficiency.
• Identify incidents and collaborate with cross‑functional teams to resolve customer and driver-related issues.
• Monitor performance metrics and propose improvement initiatives.
• Plan and implement training programs to enhance team expertise and service quality.
• Develop and standardize operational workflows and customer service guidelines.
• Coach and mentor team members to ensure adherence to operational standards and system requirements.
• Research, evaluate, and recommend enhancements for Call Center and CRM systems to support customer service operations.

2. Requirements

• Bachelor’s degree or higher.
• Preferred majors: Economics, Marketing, Tourism, Business Administration, or related fields.
• Minimum 3 years of managerial experience in Customer Service, Driver Support, or Service Operations.
• Proven experience managing teams of 30+ members.
• Strong preference for candidates with experience in Call Centers, Customer Support, or operations within traditional taxi companies or ride‑hailing platforms.

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