CSS Internal Sales Lead – Hanoi, Vietnam

Location: Hanoi, Vietnam

About the Role:

Emotiv is a leading neurotechnology company that develops wearable EEG devices and brain-computer interface solutions used by researchers and professionals worldwide. We are seeking a dynamic Customer Support Services (CSS) Internal Sales Lead to join our team in Hanoi. This hybrid role bridges customer satisfaction with internal sales performance, leading daily customer support operations while driving sales initiatives. The ideal candidate thrives in a fast-paced, tech-driven environment and excels at both communication and execution.

Responsibilities:

Customer Support Services (CSS)

• Handle daily customer inquiries via phone, email, and chat with professionalism and empathy.

• Troubleshoot product issues and coordinate with internal teams (operations, logistics, technical) to ensure timely resolutions.

• Maintain accurate and organized records of all customer interactions and cases.

• Monitor customer satisfaction, gather feedback, and contribute ideas to improve customer experience.

• Ensure post-sale customer engagement and retention through excellent support services.

Internal Sales Leadership

• Lead internal sales activities, including upselling, cross-selling, and follow-ups on inbound leads.

• Collaborate closely with the external sales team to align on strategies and communication.

• Manage CRM updates, clean-up, and accuracy to support the sales funnel.

• Generate sales reports, forecasts, and dashboards for management decision-making.

• Support the Sales Manager with data insights and improvement initiatives.

Lead the Team

• Provide guidance, coaching, and support to a small internal team handling customer support and sales coordination.

• Monitor team performance, set clear goals, and foster a culture of accountability and service excellence.

• Conduct regular check-ins and performance reviews, identify training needs, and coordinate team development activities.

• Promote collaboration across departments to ensure smooth workflows and issue resolution.

• Act as the primary escalation point for both customer and internal team concerns.

Upselling and Staff Upskilling

• Develop and implement internal initiatives to increase upselling and cross-selling effectiveness through coaching and performance tracking.

• Analyze customer interaction data to identify untapped sales opportunities and share strategies with the team.

• Design and deliver training programs to continuously improve the team’s product knowledge, communication skills, and consultative selling techniques.

• Partner with cross-functional teams (Sales, Product, and Marketing) to ensure consistent messaging and up-to-date knowledge sharing.

• Create a growth-focused culture by empowering team members to build on their strengths and take ownership of development goals.

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.

• Minimum 3 years of experience in customer service and/or internal sales, preferably in a tech or B2B environment.

• Strong interpersonal, verbal, and written communication skills in both English and Vietnamese.

• Proficiency with CRM systems (e.g., Salesforce, HubSpot, Zoho) and MS Office Suite.

• Excellent organizational skills, attention to detail, and ability to manage multiple tasks.

• Team-oriented with demonstrated leadership potential or past team supervision.

Preferred Attributes

• Experience in neurotechnology, electronics, healthcare, or hardware/software products.

• Familiarity with order processing and invoicing systems.

• Multilingual capabilities are a plus.

Please share your CV to Ms Huyen at huyennguyen@emotiv.com.