Job description
Description
As a Customer Experience Specialist for APAC, you’re the frontline hero for our customers in the Asia-Pacific region, ensuring they seamlessly use Kaizo in their daily workflows. You’ll be their trusted ally, helping resolve queries, sharing product insights, and fostering strong relationships. Your goal? To create memorable experiences and build strong, lasting customer partnerships. Get ready to elevate Kaizo’s customer experience across APAC! 🌏
💪 What we are doing
At Kaizo, we’re on a mission to transform how customer support teams achieve quality and efficiency. Our AI-powered platform empowers teams to elevate their performance, streamline Quality Assessment processes, and embrace automated compliance monitoring. We’re not just introducing new technology — we’re guiding our customers on how to best implement AI solutions, sharing industry best practices, and ensuring they can fully leverage our tools for smarter, data-driven decision-making. We are headquartered on a canal in central Amsterdam and are looking to expand our dynamic team with passionate and driven individuals.
🗓️ What are your 12 labours here
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
Requirements
✨ Are you ready to embark on this journey with us?
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; fluency in an additional APAC language (such as Mandarin, Japanese, or Hindi) is highly preferred
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 is a bonus
Experience with QA tools, such as Kaizo, is a bonus
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.)
Based in the APAC region or able to work APAC hours
🦸 What’s all the fuss about?
We leverage AI, gamification, and machine learning to help customer service agents become support champions
We got named in Forbes’ list of Top 25 Machine Learning Startups To Watch In 2020
We are a super international team of 15 people and 10 nationalities
We’re shaking up the customer service industry with our innovative solutions
🏆 What’s in it for you?
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
Psst. Do you want to help us understand what makes you the best match for this role? Feel free to send us a 2-minute video motivation.
