Customer Success Associate – Sustainability

This is a fully remote position, open to applicants in Hong Kong, +3 more countries.

📋 Description

• Oversee and maintain the supplier lists and data for customers.

• Gather, validate, organize, and rectify source data for platform importation.

• Upload customer information onto the Worldly platform.

• Dispatch templated emails on behalf of clients.

• Archive completed tasks and conduct backup procedures.

• Address information inquiries and access pertinent files.

• Assist with facility list management, cadence setup, adoption emails, and reporting for ImpactService clients.

• Deliver services independently to Platform Access clients.

• Handle regular customer deliverables like MWL updates.

• Manage HubSpot email cadences for customer adoption initiatives.

• Prepare data and presentations for End-of-Cadence Meetings.

• Aggregate and visualize platform data into presentation materials.

• Conduct training sessions and host office hours for APAC clients.

• Manage training invitations, follow-ups, surveys, recordings, Q&A, and survey analyses.

• Report on training KPIs.

• Schedule training and office hours using the CS Zoom account.

• Represent Worldly at APAC industry events.

• Respond to inquiries regarding platform and brand requirements, including Higg FEM and Higg FSLM verification booking requests.

• Coordinate the translation of training and guidance materials.

• Assist with the CS Support Ninja workflow.

• Support the onboarding, training, and supervision of CS Support Ninjas.

• Aid in UAT testing for adoption, analytics, and supply impacts.

• Participate in internal meetings across various time zones as needed.

• Occasional travel may be necessary for collaboration, customer engagement, or company events.

⛳️ Requirements

• Proficiency in data management using tools such as Excel and Google Sheets.

• Strong attention to detail and accuracy.

• Proactive in problem-solving.

• Ability to maintain focus for extended periods while performing tasks with precision and speed.

• Confident communication skills for presentations and customer interactions.

• Capability to work collaboratively with cross-functional teams.

• Experience with HubSpot or similar CRM platforms.

• Familiarity with Slack.

• Over 1 year of experience in a technical SaaS support environment.

• Understanding of retail supply chains.

• Interest in ESG reporting and Higg Index Tools.

• Background in customer service.

• Fluency in English and at least one regional language such as Mandarin, Vietnamese, or Tagalog.

• Must reside in and be legally eligible to work in one of the specified locations.

• Must consent to a full-time employment contract managed through Deel.

🏝️ Benefits

• Comprehensive benefits package with 100% of employee premiums covered by Worldly.

• Opportunities for career growth.

• Stipends for equipment.

• Unlimited Paid Time Off (PTO).

• Paid public holidays.

• Performance-related bonuses.

• Healthcare benefits and retirement matching.

• Office stipends.

• Flexible time-off policies.

• Culture committee, coffee chats, and various interest groups.

• Work-from-home stipends.