[Hiring] Customer Success Operations Coordinator @Revinate

Role Description

The Customer Success Operations Coordinator is a critical execution engine for our APAC Customer Success team. In this supportive role, you will act as the operational "right hand" to our Strategic CSMs, removing administrative hurdles and ensuring high-velocity execution across multiple time zones. This role is ideal for someone detail-oriented and process-driven who wants to learn the inner workings of global account management while delivering a "delightful" service experience to our customers. This is a remote position, but candidates must reside within India based on immediate territory needs.

Primary Goals

• Operational Excellence: Execute recurring administrative, contract, and billing tasks for Global Accounts with accuracy.
• Account Readiness: Lead the seamless implementation and launch of new Guest Feedback accounts within the APAC region.
• Data Integrity: Generate and audit complex performance reports that demonstrate Revinate’s value to our largest global stakeholders.
• Efficient Resolution: Act as the first point of contact for Level 1 support inquiries, ensuring rapid resolution and high customer satisfaction.

What You Will Do

• Global Account & Operations Support
  • Administrative Management: Manage the lifecycle of Global Account paperwork, including contract amendments, renewals, cancellations, and transfers. Support the Strategic CSM with administration tasks.
  • Cross-Functional Coordination: Collaborate with Billing and Sales to resolve payment disputes, credit memo requests, and debt collection inquiries for Global Accounts.
  • Data & Reporting: Produce and audit recurring performance reports for Strategic CSMs to share during Executive Business Reviews (EBRs).
  • Alignment: Participate in daily APAC CS stand-ups to ensure regional alignment and track the status of global task requests.
• Implementation & Onboarding
  • Project Management: Lead the implementation of contracted Revinate products (specifically Guest Feedback) for APAC customers.
  • Technical Launch: Coordinate with customers and internal technical teams to ensure integrations are completed on time.
• Level 1 Technical Support
  • Queue Management: Own and respond to Level 1 customer inquiries via Zendesk, maintaining high visibility and responsiveness.
  • Troubleshooting: Solve non-standard requests and troubleshoot web-related issues (browser settings, email rendering, etc.) before escalating complex bugs to Engineering.
  • System Integrity: Track and log all customer issues in Salesforce to maintain a "source of truth" for the global team.

What You Will Bring

• 1–3 years of professional experience in a SaaS environment, preferably in Customer Success, Support, or Operations.
• You thrive in a dynamic environment and are comfortable managing repetitive, process-driven work at a high velocity.
• Professional written and verbal communication skills, with a high degree of sensitivity to cultural expectations across the APAC region.
• Interest in learning new products quickly; experience with Salesforce, Zendesk, or JIRA is highly preferred.
• You are highly organized and proactive in following up on tasks to ensure nothing "falls through the cracks."
• Previous experience in hospitality or familiarity with hotel systems (OPERA, roomMaster, etc.) is a significant plus.

Benefits

• We empower you with the hardware and training to become a product expert.
• A focus on learning and professional development within a passionate, high-performing team.
• An opportunity to make a major impact on the hospitality industry by supporting its most influential global brands.

Interview Process

• Recruiter Screen - 30 minutes via WhatsApp
• Hiring Manager Interview - 30 minutes via Google Meet
• Interview with Team Members - 45 minutes via Google Meet
• Final Interview with Team Director - 30 minutes via Google Meet

Important Security Alert

We have been made aware of fraudulent activities involving individuals impersonating our HR team and offering fake job opportunities. Please be vigilant and ensure your safety by verifying all job offers.

AI and Hiring

Please note that interviews at Revinate will be recorded using brighthire.ai. As we continue to build more structure into our interview processes, the best way to eliminate unconscious bias is by encouraging our interviewers to focus more on our candidates and the conversation than taking notes.