Client Success & Support Specialist

About Our Client

Our client is a digital rewards marketplace platform based in Singapore. They were established in 2012 and operate in more than 30 countries through local offices and strategic partnerships. They have over 500,000 users across more than hundreds of companies. Their platform is engaging employees, fostering customer loyalty, and enhancing partners' productivity. Their mobile and web solutions gamify rewards, ensuring they are easy-to-use, relevant, fun, and engaging.

About the Role

We're looking for a Client Success & Support Specialist — a hands-on, high-impact role at the heart of our Client's client delivery operations. You will spend your time equally split between two core responsibilities:
1. Client Success Operations (50%) – ensuring clients achieve their goals on our Client's platform through smooth onboarding, campaign coordination, reporting, and ongoing account support.
2. Customer Support (50%) – delivering exceptional frontline service via email and chat, addressing queries, troubleshooting issues, and providing accurate, timely responses to users and client stakeholders.

This is a critical, permanent position designed for professionals who thrive in a fast-paced environment, love client interaction, and take pride in delivering reliable, high-quality service every day.

Job Responsibilities

Client Success (50%)

• Manage day-to-day operations of assigned client accounts, ensuring smooth onboarding, implementation, and engagement.
• Coordinate campaign launches and reward catalogue updates by liaising with internal teams (Partnerships, Ops, Tech).
• Track and report on key performance metrics, preparing regular updates and recommendations for clients.
• Support CSMs with account-related tasks such as data requests, presentations, and internal follow-ups.
• Provide insights from platform data to improve engagement and client outcomes.

Customer Support (50%)

• Serve as the first line of support for users and clients via email and chat, responding promptly and accurately to queries.
• Meet SLA targets, maintain response accuracy, and ensure a consistently high customer satisfaction (CSAT) score.
• Escalate complex issues to relevant teams while maintaining proactive client communication.
• Identify recurring support issues and work with Ops and Tech to propose process improvements or self-service solutions.
• Contribute to the creation and maintenance of help articles, FAQs, and support documentation.

Job Requirements

• 2–3 years of experience in client success, account coordination, customer support, or a similar client-facing role.
• Strong written and verbal communication skills — able to communicate clearly and professionally across email, chat, and meetings.
• Hands-on, proactive, and detail-oriented with excellent time management skills.
• Data-literate: comfortable working with reports, Excel, and basic analytics to support client conversations.
• A problem-solver who thrives in fast-paced, dynamic environments and enjoys collaborating with cross-functional teams.
• Comfortable with frontline support work and motivated by delivering great service experiences daily.
• You love to learn new things every day and can work well in a startup environment (volatile, uncertain, complex, and ambiguous).
• Preferable Mandarin/Hokkein/Cantonese speaking candidates.
• Ability to work with a hybrid working arrangement in KL.