Looking for a job

vu minh trinh

@vuminhtrinh

Message

I own technical escalations, turn ticket patterns into root-cause fixes, and bridge customers with engineering.

Vietnam

Message

What I'm looking for

I'm looking for a remote role where I can own technical escalations, partner closely with engineering, solve systemic customer issues, and support customers across time zones.

I've supported PageFly by BraveBits, Shopify's #1-ranked page builder app serving 160,000+ merchants, for more than 3.5 years. I own technical ticket queues and connect customers, support, and engineering through the full escalation lifecycle.

I diagnose integration, OAuth, and webhook issues through error-log investigation, Shopify API work, and theme/data-layer troubleshooting. I've worked directly with enterprise clients including Levi's and Sonos, translating business and design requirements into technical implementation.

I created JIRA epics, sprints, dependencies, escalation SOPs, quality standards, and 40+ documentation articles. As Customer Success Manager, I owned CSAT, First Response Time, and KPI performance for a 50-person global support team, helping cut average response time by 30% and repeat issues by 15%.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

BraveBits

Dec 2024 - Jun 2025 (6 months)

Owned CSAT, First Response Time, and KPI performance for a 50-person globally distributed support team, translating customer impact into priorities engineering could act on. Built escalation SOPs and quality standards, cutting average response time by 30% and repeat issues by 15%.

CSAT KPI Management SOPs and Escalation Paths Quality Standards Process Improvement Team Leadership

Technical Support Leader

BraveBits

Dec 2023 - Dec 2024 (1 year)

Categorized and triaged tickets by theme, severity, and customer impact, spotting systemic patterns and surfacing chronic issues to engineering before they became customer-facing crises. Created and maintained JIRA epics, sprints, and ticket dependencies to plan and track technical work, coordinating with engineering to keep resolution on schedule.

Ticket Triage Pattern Recognition Jira Sprint Planning Engineering Coordination Escalation Management

Technical Support Agent

BraveBits

Dec 2021 - Dec 2023 (2 years)

Diagnosed integration, OAuth, and webhook issues via error-log investigation, working with Shopify's API and theme/data layer to resolve merchant-reported problems. Engaged directly with enterprise clients including Levi's and Sonos, translating business and design specs into technical implementation.

Shopify API OAuth Webhooks Error Log Investigation Technical Troubleshooting Enterprise Engagement