Sales Support Manager

Ho Chi Minh City /
VN - Operations – SMB Sales /
About the Role

Fasten your seatbelt and climb aboard if you are ready to be our Sales Support Manager. Based in Ho Chi Minh, Vietnam, you will be responsible to support our sales team to cater to Gojek merchants’ onboarding/ offboarding,  needs, as well as problem-solve their daily issues. You will work closely with other teams both within the region & in HQ to problem solve onboarding issues (i.e: product teams, HQ sales team, VN Legal team, VN KYB team, etc).

What You Will Do

    • Operation Management: 

    • Be the ultimate point of contact regarding onboarding processes of Merchants, acting as an internal consultant for all processes relating to onboarding and merchants' operation daily needs.
    • Ensure that the sales team is updated on requirements pertaining to onboarding new Merchants
    • Ensure that GoFood receives all necessary onboarding documents for Merchants and conduct periodical checks to update GoFood’s databases
    • Conduct business process reviews and create Standard Operating procedures while continuously improving existing processes based on the feedback coming from Sales Support Admins & Sales team
    • Ensure that all relevant administrative documents pertaining to Merchants' lifecycle are kept up to date, in accordance with internal audit guidelines; and are in line with various departments within the organization, such as Legal, Compliance, Finance, Accounting & Tax
    • Assist in business discussions with the Sales team ensuring key objectives are met and formulate strategies to mitigate risks associated with the same
    • Able to troubleshoot a wide variety of issues pertaining to onboarding, activation, and deactivation of products deployed (including but not limited to cooperating with various departments within the organization to solve issues, and recommend steps to mitigate future risks)

    • Business & People Management: 

    • Responsible for the overall performance of the Sales Support Executive, focusing on the correct and timely fulfillment of requests coming from the Sales team
    • Lead sales support executives and team members to fulfill SLA for internal stakeholders' audit requirements in the areas of onboarding, the addition of merchants' outlets, reconciliation of payment payouts, co-fund & commercial packages, POS machine allocation & distribution, and numerous troubleshooting issues across all Gojek products
    • Conduct regular training sessions with team members to enhance their proficiency in utilizing all the tools currently available
    • Problem solve issues involving other functional units (i.e: KYC, legal, Finance, call center, reconciliation, etc.) experienced by merchants
    • Creating business processes that would support the needs of merchants effectively
    • Keeping the management informed on any issue by cooperating with the internal team in creating special reports; summarizing information, and identifying trends

What You Will Need

    • At least 5 years of relevant experience in operations/sales operations/management consulting / process improvement
    • Proficient in handling large amounts of data using tools/software such as Google sheet and Microsoft Excel
    • Good communication and understanding skills, ability to explain technical terms in a simple, understandable manner
    • Experienced in working with multiple stakeholders from different backgrounds with a good level of empathy
    • Can speak formally in English
    • Familiarity with SQL and Google BigQuery to run and create queries based on a given data requirement would be a plus
About the Team

Our merchant team is based in Ho Chi Minh City, Vietnam and we have one main goal: to strengthen our GoFood market share in Vietnam. The merchant team aims to create an ecosystem of solutions to support our partner merchants on the Gojek platform to manage better and grow their business.
Our partner merchants are one of the core stakeholders in our Gojek ecosystem. When you are part of the Merchant team, we will find yourself working very closely with our partner merchants to understand their daily needs and concerns and relay these insights to build platforms and operational excellence processes to ensure our partner merchant's success on the Gojek platform. We aim to establish Gojek as the most trusted partner for all our merchant-Merchants.
We’re a tight-knit, high-functioning team who genuinely love what we do, as we can see the results of our efforts play out in our merchant-Merchants’ everyday lives. When we aren’t working, you’d probably find us with our noses in books, or our eyes glued to the TV screen watching the latest Korean dramas on Netflix. We also prioritize self-care and wellness, equally concerned with each others’ personal and professional developments.

About Gojek

Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are  also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.

As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.

Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.

About GoTo Financial

GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.

GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - available in Indonesia and Southeast Asia.

Gojek and GoTo Financial are committed to building a diverse and inclusive workplace and are equal opportunity employers. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.