Customer Success Specialist

Role overview

Hegen is looking for a service-minded Customer Success Specialist who can support customers throughout the full journey. The role focuses on giving clear product guidance, handling questions, resolving issues, and creating positive experiences that reflect the brand’s standards of care and quality. You will also work with internal teams to improve customer education, service delivery, and day-to-day operations.

Customer success and service delivery

• Provide high-quality support at every stage of the customer journey, including pre-sales and post-purchase needs.
• Reply to questions, concerns, and feedback quickly, professionally, and with a strong customer-first approach.
• Look into customer issues and coordinate with the right internal teams to reach a resolution.
• Escalate difficult or sensitive cases when needed and keep customers informed with timely updates.
• Support service recovery efforts and help create positive outcomes for customers.
• Spot issues that could affect customer satisfaction, repeat business, or brand reputation.
• Build strong customer relationships through thoughtful, empathetic, and practical support.

Customer operations and administration

• Keep complete and accurate records of customer interactions, enquiries, and resolutions.
• Log and track cases properly in the relevant systems.
• Follow up on open issues until they are closed in a timely manner.
• Assist with reporting, administrative tasks, and operational support for the Customer Success team.
• Help maintain efficient service processes and consistent support across the customer journey.
• Handle customer cases and enquiries using Zendesk and other support platforms.

Product support and customer education

• Develop a solid understanding of Hegen’s products and services.
• Give customers accurate product details, usage advice, and troubleshooting support.
• Where needed, lead product demonstrations, workshops, and training sessions.
• Support the planning, coordination, and administration of customer workshops, product training, and engagement activities.
• Assist in preparing and maintaining customer education materials and resources.

Knowledge management and process improvement

• Keep SOPs, FAQs, documentation, and operational resources current and accurate to support consistent service delivery.
• Identify repeated customer concerns and surface trends, risks, and areas for improvement.
• Share suggestions that can improve the customer experience, service quality, and operational effectiveness.

Cross-functional collaboration

• Partner with Quality Assurance, Commercial, Supply Chain Management, and other teams to help resolve customer issues.
• Work with stakeholders to turn customer feedback into practical improvements.
• Represent the Customer Success team and the Hegen brand positively in every interaction.

Requirements

• A diploma or bachelor’s degree in any field.
• At least 2 years of experience in customer service, customer success, customer operations, or a similar customer-facing role.
• Ability to communicate fluently in at least two languages, including English, in both written and spoken forms.
• Good understanding of the customer journey and the ability to empathize across different touchpoints.
• Strong written and verbal communication skills.
• Excellent interpersonal skills and the ability to build relationships with customers and internal stakeholders.
• Sound problem-solving ability and good judgement when dealing with customer concerns.
• Strong organization skills and careful attention to detail.
• Comfortable working in a fast-moving, dynamic environment.
• Experience with Zendesk, Microsoft Office Suite, and other customer support tools is an advantage.
• Background in retail, consumer goods, healthcare, parenting, or a high-growth company is an advantage.
• Must be able to work onsite Monday to Friday from 9:00 AM to 6:00 PM, plus two Saturdays per month.

About Hegen

Hegen creates innovative parenting solutions designed for mothers and their babies. The company focuses on products and services that support breastfeeding and help make the transition into parenthood easier. Known in Singapore as one of the fastest-growing companies, Hegen combines practical design, functionality, and sustainability to support busy parents.

Equal opportunity and data protection

Hegen is committed to equal employment opportunity and building a workplace that values inclusion and diversity. Hiring decisions are made based on merit, qualifications, and business needs.

When you apply, your personal information may be collected, used, and shared for recruitment and employment purposes in line with applicable data protection laws.

Why join Hegen

Hegen offers a purpose-driven, collaborative environment where team members are encouraged to grow and develop. The company supports personal growth and career development at every stage.

The broader mission is to impact 100 million mothers worldwide through innovation, compassion, and excellence.