APAC Customer Success

Role Summary

The APAC Customer Success is a foundational role that will focus on providing the best support experience to our self-service enterprise and independent clients. This role will manage incoming client support communication through a variety of channels and will be responsible for making sure clients are able to get fast, quality answers to their questions. As a remote member of the support team located in CST, they will work closely with the Director of Customer Success and other teams to improve the products and services of the company and relay all relevant information to the right people. This is a client and supplier-facing role, so strong communication skills, both written and verbal, are essential. Client support requires juggling many different priorities and solving complex, and sometimes ambiguous, problems quickly via an online portal. It’s a challenging role but also incredibly rewarding and fun. Plenty of opportunities for growth as the company scales.

WORK SCHEDULE: 9:00 AM – 6:00 PM APAC (TBD), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

Essential Functions

• Communicate with customers (via custom the company portal and phone) to ensure they have a fantastic experience on the platform from providing technical support to guiding them through the sourcing, contracting and payment processes of a meeting
• Partner with venues to ensure timely communication of proposals and provide the best possible value to customers
• Play an integral role in key customers’ day-to-day success on the platform, anticipating questions and problems, and serving as their main virtual point of contact for booking needs
• Contribute to content creation and recommend best practices for clients
• Develop expertise in contracting and compliance guidelines for customers
• Participate in and provide customer service/feedback to help improve the customer
• experience
• Meet assigned KPIs on a quarterly basis
• Work with additional remote associates to manage all inquiries
• Take on other duties as assigned
  
  

Qualifications

• College Degree preferred
• Must speak English and Mandarin
• 2-3 years of proven customer service experience
• Previous experience developing internal customer training and onboarding programs
• Experience with SaaS customer support and sales a plus
• Proven ability to deal with ambiguity in all client interactions
• Excitement for problem solving with client and suppliers
• Highly professional with excellent communication and active listening skills
• Ability to multitask, prioritize, and manage time effectively