Customer Success Representative

About Locad

Locad is the all-in-one solution for e-commerce brands looking to streamline operations and achieve explosive growth. Our innovative platform syncs inventory across online channels facilitates systematic order fulfilment (storage, packing, shipping, and tracking), and leverages a reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, Malaysia, Indonesia and with more locations opening soon. Hundreds of brands have already seen the benefits of Locad's technology, infrastructure, and integrated network. We offer faster shipping, reduced costs, and the tools to unlock exponential growth.

Why Choose Locad

• Annual Performance Bonus
• 25 Days of Paid Time Off
• Health Maintenance Organization (HMO) Coverage from Day One
• Provided MacBook for Enhanced Productivity
• Annual Learning & Development Budget for Professional Growth

Become the front-line voice for Australian merchants and businesseshelping them navigate challenges, solve issues quickly, and feel genuinely supported. If you're someone who thrives in fast-paced environments and enjoys creating clarity for customers, this role puts you right where the action is.

You'll handle a wide range of inquiries across chat and email, working closely with internal operations and tech teams. Every day brings something new: different client questions, trends to identify, and opportunities to influence how we improve our service.

You won't just pass tickets alongyou'll own the customer's experience end-to-end, making every interaction count.

We're looking for someone who brings both technical comfort and human warmth. If you enjoy solving problems, can communicate with clarity, and naturally build rapport, you'll feel at home in this role.

Your empathy, patience, and emotional intelligence will help customers feel supported while your technical skills help them get the answers they need.

You'll also play an active part in shaping the customer journey by surfacing insights, trends, and feedback that help our teams refine processes and features.

What You'll Focus On:

• Respond to high volumes of client inquiries via email and chat within defined SLAs.
• Take ownership of issues and aim for one-touch resolution whenever possible.
• Escalate complex or unresolved cases to internal teams with accuracy.
• Identify patterns and emerging trends in inquiry types and raise them to operations and tech teams.
• Collect and relay client feedback to support ongoing service improvements.

What You Bring:

Experience

• Customer Support or Technical Support background.
• Experience supporting merchants or business customers is highly preferred.

Technical Skills

• Strong written and verbal communication.
• Confident problem-solving abilities and a tech-savvy mindset.
• Comfort working with digital tools and troubleshooting issues.

Behavioural Strengths

• Naturally empathetic and patient.
• Able to build rapport quickly across different customer types.
• High emotional intelligence and a calm, composed approach under pressure.

Howto Apply

The best way to apply is to follow the link to our website, if you don't have a CV a LinkedIn profile will do.

Every application will receive a response