Customer Success Executive [China]

Permanent employee, Full-time · China (CN) - Shenzen

What you'll focus on

Relationship Management:

Support the Customer Success team in managing day-to-day client communication and follow-ups.
Assist in regular check-ins and reviews to track progress and identify improvement areas.

Onboarding Support:

Coordinate with the onboarding team to help new customers get set up.
Ensure client expectations are documented and passed on to relevant teams.

Training Assistance:

Help prepare and deliver training materials for customers on how to use our platform and services.
Answer “how-to” queries and escalate technical issues when needed.

Issue Tracking & Resolution:

Act as the first point of contact for customer queries and basic troubleshooting.
Escalate complex issues to senior CSMs or the technical team while maintaining communication with the client.

Data & Reporting:

Collect and maintain customer usage data.
Support the team in preparing reports on customer health metrics such as retention and satisfaction.

Customer Advocacy:

Gather and share customer feedback with internal teams to improve products and services.

Cross-Functional Coordination:

Work closely with sales, operations, and product teams to ensure client requirements are met.

What you bring

Experience:

1–3 years in a customer-facing role (customer service, account coordination, or junior success/account management).
Experience in e-commerce, logistics, or SaaS is a plus.

Technical:

Basic understanding of SaaS platforms or e-commerce tools.
Able to perform initial troubleshooting for platform-related issues.
Comfortable using spreadsheets and CRM tools.

Languages:

Fluency in both written and spoken Chinese & English is required.

Behavioural:

Excellent communication and interpersonal skills.
Customer-first mindset with a proactive, problem-solving attitude.
Strong organizational skills with attention to detail.

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, with each employee being given the 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.

In addition to an exceptional culture, fostered by 3 great founders, you’ll also get the following;

Annual Bonus
25 days leave.
Health Insurance.
Macbook.
Annual L&D support

Please limit to one application

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, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.

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About us

Locad is the logistics engine for e-commerce brands to automatically store, pack, ship, and track orders across Asia-Pacific.

Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, with more locations opening soon.

Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Locad. All Systems Go.

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Thank you for your interest in Locad, we look forward to receiving your application.