[Hiring] Customer Success Associate @Worldly

Role Description

Worldly is seeking a Customer Success Associate to support the APAC Customer Success team across customer data operations, customer program delivery, training, and platform support. The role is responsible for managing customers' supplier lists and verifying data accuracy, supporting service cadences for customers in different subscriptions, delivering training to APAC customers, and handling platform/brand’s requirements enquiries. The role reports to the Regional Lead and works closely with other members of the Customer Success team across time zones.

The ideal candidate is detail-oriented, comfortable working with large data sets, a confident communicator in front of customers, and interested in retail supply chains and ESG reporting.

What You'll Do

• Customer data operations
  • Manage and maintain detailed record-keeping of customers' supplier lists.
  • Maintain and update supplier data by inputting text-based and numerical information from source documents within time limits on a recurring basis.
  • Compile, verify accuracy, and sort information according to priorities to prepare source data for platform import.
  • Review data for deficiencies or errors, correct any incompatibilities where possible, and check the output.
  • Import data to the Worldly platform on behalf of customers.
  • Send templated emails on behalf of customers.
  • Store completed work in designated locations and perform backup operations.
  • Respond to queries for information and access relevant files.
• Customer program & cadence support
  • Support facility list management, cadence setup & management, adoption emails, and reporting needs for ImpactService customers.
  • Independent service delivery to customers in Platform Access subscription.
  • Manage recurring customer deliverables (e.g., MWL updates) with CS Ninjas.
  • Manage email cadences in HubSpot for customer adoption programs.
  • Data/deck preparation for End-of-Cadence Meetings with assigned accounts.
  • Consolidate and visualize platform data into presentation materials.
• Training & events
  • Deliver training sessions and host office hours for APAC customers.
  • Manage training-related emails e.g., invitation and follow-up emails.
  • Handle training/office hours follow-up: surveys, uploading recordings to the guidance site, collecting and answering Q&A, analyzing survey results.
  • Report on training KPIs.
  • Schedule training and office hours sessions in the CS Zoom account.
  • Represent Worldly at industry events in APAC.
• Support & ticketing
  • Answer platform/brand’s requirements enquiries — deadlines, verification booking for Higg FEM and Higg FSLM, especially accounts-related.
• Translation & localization
  • Organize translation of training and guidance content.
• Team & workflow support
  • Assist Regional Lead in overseeing and shaping the CS Support Ninja workflow.
  • Support onboarding, training & supervising CS Support Ninjas.
  • Support UAT testing of (adoption, analytics, supply impacts).
  • Flexible to attend internal meetings in different time zones when required.

Qualifications

• Large data handling experience (preferred).
• Proficiency in data management tasks utilizing tools like Excel, Google Sheets, etc.
• Accuracy and attention to detail — essential.
• Propensity to problem-solve proactively and find solutions for potential problems or errors that have been identified.
• Ability to concentrate for lengthy periods and perform accurately with adequate speed.
• Confident presenter and communicator for customer-facing setup.
• Ability to collaborate with cross-functional teams.

Requirements

• Experience with HubSpot or other CRM technologies.
• Experience with Slack.
• 1+ years of technical SaaS environment product support experience.
• Bachelor's degree.
• Knowledge of retail supply chains.
• Interest in ESG reporting & similar with Higg Index Tools.
• Experience in customer service.
• Fluency in English plus a regional language (e.g. Mandarin, Vietnamese).

Benefits

• Comprehensive benefits offerings. 100% employee premium covered by Worldly.
• Growth Opportunities.
• Equipment Stipends.
• Unlimited PTO.
• Paid company holidays.