Customer Experience Specialist

Summary

Join Kaizo as a Customer Experience Specialist for APAC and become the frontline hero for our customers in the Asia-Pacific region. You will resolve queries, share product insights, and build strong customer relationships. Your mission is to create memorable experiences and foster lasting partnerships. You will interact with B2B customers, guide them through onboarding, and manage the Product Help Center. You will also collect customer feedback, identify areas for improvement, and collaborate with internal teams. This role requires a minimum of 2 years of customer-facing experience and proficiency in customer activation and onboarding.

Requirements

• A minimum of 2 years of experience in a customer-facing role
• Proficiency in customer activation and onboarding
• Ability to excel in a fast-paced, ever-evolving work environment
• Exceptional command of both spoken and written English
• Based in the APAC region or able to work APAC hours

Responsibilities

• Interact with B2B customers for additional information related to tasks and projects assigned
• Build and maintain strong relationships with B2B customers in APAC, ensuring their satisfaction and loyalty
• Guide customers through onboarding, taking ownership of their journey and collaborating seamlessly across teams to ensure each customer achieves successful activation
• Conduct regular customer check-ins to provide support and gather valuable feedback
• Manage and enhance the Product Help Center, contributing to onboarding and support materials
• Host webinars, workshops, and group onboarding sessions tailored for APAC customers
• Collaborate with Product and Sales teams to address customer challenges
• Collect and share customer feedback with internal teams to influence product improvements
• Proactively identify areas to enhance the customer experience and suggest solutions
• Support the creation of engaging onboarding resources, from help articles to video tutorials
• Assist in customer escalations, ensuring timely and effective resolutions

Preferred Qualifications

• Fluency in an additional APAC language (such as Mandarin, Japanese, or Hindi)
• Previous experience as a Team Lead or Quality Control Expert in customer support
• Technical proficiency with CRM tools like Zendesk, Salesforce, and Intercom
• Knowledge of HubSpot
• Experience with QA tools, such as Kaizo
• Strong knowledge of Google Sheets or similar data tools for reporting and tracking
• Experience using Typeform, Loom, or similar tools to create interactive customer resources
• Solid understanding of online collaboration tools (Slack, Notion, Miro, etc.)

Benefits

• Main headquarters right in the heart of Amsterdam
• Great office gear: MacBook, tools, desks, chairs — there’s something for everyone
• Flexible schedule, remote work
• Fun workstations & open holiday policy