CX Specialist

Role overview

This position focuses on elevating the customer journey across APAC by improving how the business supports, engages, and develops relationships with customers. It is a practical, hands-on role suited to someone who enjoys solving complex problems, building new approaches, and improving how teams work together.

You will collaborate closely with Customer Success, Marketing, Product, Sales, and Operations to enhance customer experience and help internal teams work more efficiently. Success in this role calls for curiosity, initiative, comfort with experimentation, and the ability to turn ideas into workable solutions with measurable impact.

Key responsibilities

• Develop AI-enabled workflows that improve both customer-facing and internal employee experiences.
• Apply AI and automation platforms such as ChatGPT, Claude, Gemini, Copilot, Zapier, Make, or similar tools to simplify processes and resolve operational issues.
• Spot manual, repetitive tasks and replace them with scalable solutions that raise efficiency and productivity.
• Keep up with new AI capabilities and look for practical ways to use them across the business.
• Find friction points across the customer journey and design improvements that support adoption, engagement, retention, and satisfaction.
• Work with Customer Success, Marketing, Product, Sales, and Operations to address customer and business challenges.
• Manage cross-functional projects from initial idea through delivery and implementation.
• Create reusable processes, playbooks, and resources that can be rolled out across teams and markets.
• Support teams in adopting new tools, workflows, and operating methods.
• Build dashboards, reports, and insights that help teams prioritize work and make stronger decisions.
• Study customer and operational data to uncover trends, opportunities, and improvement areas.
• Track the performance of initiatives and adjust recommendations based on results.
• Convert findings into actions that improve customer outcomes and business performance.

Experience and qualification requirements

The role calls for 5–7 years of experience in Customer Success, Customer Experience, Customer Operations, Revenue Operations, or another closely related area. The company also considers candidates with 2–4 years of relevant experience in fields such as Operations, Marketing, Product Operations, Consulting, Technology, or similar disciplines.

Applicants should have practical experience creating workflows, automations, or business solutions with AI tools, and be able to show projects or solutions they have personally built. You should be comfortable working through ambiguity, leading initiatives from concept to execution, communicating effectively with stakeholders, and learning new tools quickly.

Preferred exposure includes automation tools like Zapier, Workato, or similar platforms; systems such as Salesforce, HubSpot, Marketo, Totango, Gainsight, ChurnZero, or Planhat; dashboarding and reporting solutions; and experience in SaaS, technology, or subscription-based businesses.

What the company values

The employer is looking for a builder mindset, a strong bias for action, and the ability to own outcomes. A successful candidate will be confident experimenting with new approaches, collaborating across functions, and applying AI and automation to real business problems.

About the company

The organization serves a large global customer base with technology designed to help businesses make better decisions from data. It has an international team across multiple countries and emphasizes innovation, learning, inclusion, and impact. The workplace culture is described as collaborative, ambitious, and supportive, with a focus on helping people grow while building strong products for customers.

Work location and joining timeline

This role is based in Singapore. The expected joining window is July or August.

Benefits and perks

• Flexible paid time off to support work-life balance.
• Gym and wellness support through ClassPass.
• Community Outreach Days with paid time off for charity or volunteer work, depending on tenure.
• Car lease support through Autopia, offering novated leasing as a tax-efficient way to own and use a car.
• Employee assistance support covering mental health, legal, financial, wellness, and behavioural needs.
• Complimentary Calm subscription for employees and their loved ones.
• Energetic environment with a hybrid working style.
• Family leave benefits that increase with tenure.
• Ongoing professional development in an inclusive workplace.

Equal opportunity and hiring process notes

The employer states that it provides equal employment opportunity and does not allow discrimination or harassment of any kind. Hiring decisions are based on business needs, job requirements, and individual qualifications, without regard to protected characteristics such as race, colour, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or other legally protected status.

The company also notes that AI may be used to support parts of the hiring process, such as reviewing candidate information, capturing interview notes, and assisting interview activities. These tools are used only for efficiency, and all outputs and final hiring decisions are reviewed and made by humans in compliance with applicable laws.