Customer Experience Specialist

About the Role

We are seeking a proactive Customer Experience Specialist to enhance how we engage and support customers throughout the APAC region. This role involves hands-on problem-solving and innovation across various teams including Customer Success, Marketing, Product, Sales, and Operations to elevate customer satisfaction and operational effectiveness.

Key Responsibilities

• Develop and implement AI-driven workflows that enhance both customer and employee experiences using tools like ChatGPT, Claude, Gemini, Copilot, Zapier, and Make.
• Identify repetitive tasks and design scalable automation solutions to boost efficiency and productivity.
• Keep abreast of new AI technologies and evaluate their applicability to business processes.
• Detect pain points in the customer journey and create strategies to improve adoption, engagement, retention, and satisfaction.
• Collaborate cross-functionally to solve customer and business challenges, coordinating projects from ideas to execution.
• Create standardized procedures, resources, and playbooks for replication across different teams and markets.
• Support teams in embracing new tools and innovative workflows.
• Construct dashboards and generate reports that aid decision-making and prioritize initiatives.
• Analyze customer and operational data to uncover patterns and suggest enhancements.
• Evaluate program effectiveness and propose adjustments for improved outcomes.

Qualifications

• 2 to 4 years of relevant experience in customer experience, operations, customer success, marketing, consulting, technology, or related fields.
• Proven practical experience in creating workflows, automations, or business solutions using AI technologies such as ChatGPT, Claude, Gemini, or Copilot.
• Demonstrable examples of personally developed AI-powered projects or workflows.
• Excellent problem-solving skills with an ability to navigate ambiguity effectively.
• Experienced in leading projects from inception to implementation.
• Strong communication abilities and stakeholder management skills.
• Quick adaptability to new technologies and tools.
• Strong ownership and accountability mindset.

Preferred Experience

• Familiarity with automation platforms like Zapier or Workato.
• Knowledge of CRM and marketing tools such as Salesforce, HubSpot, or Marketo.
• Competence in developing dashboard and reporting tools.
• Background in SaaS, tech, or subscription-based business environments.

Additional Skills and Qualifications

• 5 to 7 years in customer-focused or operational roles with direct customer interaction.
• Proven history of delivering programs from concept to execution.
• Experience working collaboratively across customer success, sales, product, and marketing teams.
• A builder mindset with a proactive approach to ambiguous challenges.
• Advanced skills in AI and automation platforms including Salesforce AI, Make, or similar tools.
• Experience designing customer lifecycle, retention, and expansion strategies.

What We Offer

• Flexible paid time off options to support work-life balance.
• Wellness benefits including gym allowance through a corporate partnership.
• Paid community outreach days for charitable and volunteer activities based on tenure.
• Car lease benefits via novated leasing partnerships.
• Comprehensive employee assistance programs addressing mental, legal, financial, and well-being needs.
• Complimentary CalmApp subscriptions for employees and their families.
• Dynamic work environment with a hybrid working style balance.
• Progressive family leave programs aligned with tenure growth.
• Inclusive culture with ongoing professional development opportunities.

Work Location and Start Date

This position is based in Singapore with an anticipated start date in July or August.

Company Overview

Meltwater empowers over 27,000 customers worldwide through innovative technology enabling better business decisions by leveraging data. With a global workforce of 2,200+ across 50 locations, the company values diversity, innovation, and an inclusive culture that fosters growth, ownership, and continuous learning.

Equal Employment Opportunity

Meltwater is committed to equal opportunities and prohibits discrimination or harassment. Hiring decisions are made solely based on business needs and qualifications regardless of characteristics protected by law. The company utilizes AI tools to support recruitment efficiency but ensures all final decisions are human-led, maintaining fairness and compliance with all regulations.