Customer Success Specialist

LOCAD is a cloud logistics network, providing SCaaS (Supply Chain as a Service) to e-Commerce entrepreneurs and enterprises. With our integrated technology, international warehouse network, and dedicated team of logistic experts, we build a more sustainable future for e-Commerce businesses.

We are an early-stage start-up, founded by entrepreneurs from the e-commerce, logistics, and supply chain industries. Our mission is to democratize the supply chain for all and support the rapid and exciting expansion of e-commerce across Southeast Asia.

This role is part of the Operations team, which is a collection of brilliant individuals from all areas of eCommerce, logistics, and supply chain. They build our network, manage fulfillment, refine processes and provide ongoing customer success support.

What you’ll focus on…

First and foremost, you’ll be the brand ambassador for Locad, but also the support function that our customers use to ensure they get the most out of the Locad platform. Your objective is to build long-term relationships that are built on trust. After all, the customers we bring on board are building their business and we are key to their success, as they are to ours.

Other objectives that belong to this role;

• Working within our Operations department, you support the Customer Success Team with the day-to-day support of our customers.
• You’ll liaise with internal stakeholders across the business to maximize efficiency by automating tasks, building processes, and resolving technical issues.
• Provide meaningful customer support by listening and understanding customer issues.
• Work closely to build relationships with customers that provide long-lasting solutions.
• This role will report to a Customer Success Manager.

What you bring…

• You have an understanding of Supply Chain, Logistics, eCommerce, or SaaS.
• You have experience in a customer success or vendor management role, ideally within a similar sector. If not, you have the drive and passion to learn.
• You’re comfortable with discussing issues that can vary from performance to technical.
• You are a confident communicator that can listen, understand and provide solutions.
• You’re comfortable with dealing with multiple tickets and requests.

What you’ll get…

• You’ll become part of a diverse team that's globally distributed. We are a business that's been built in the post-pandemic era, each employee given flexibility to create and build in their space.
• We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.
• Annual Bonus
• 25 days leave.
• Health Insurance.
• Generous equipment allowance.
• Fully remote and flexible working.
• Annual L&D support.

We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.