Remote Customer service Jobs · APAC

Act as the main technical advisor for strategic clients, helping them maximize value from solutions. Ensure smooth product adoption through expert-level guidance and support. Provide technical support and advanced-level troubleshooting.

Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes, acting as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations, as the first point of contact for clinical staff and stakeholders, providing essential technical and operational support that directly impacts patient care and global health initiatives. Ensure timely, accurate case handling and maintain high service standards. Manage user accounts and access across multiple platforms.

As an Onboarding Specialist, you will take ownership of the customer upon subscription, guiding the customer in the account and connections set-up, and follow-up on a regular basis to upsell product features and plan. You will onboard new customers by assisting them in setting up the Lodgify account, connections and training on the system, understand customer objectives and provide consultative approach to ensure proper utilisation of Lodgify.

In the APAC Commercial team, be the driving force behind an exceptional customer experience, fostering trust, integrity, and long-term success through proactive engagement and data-driven insights. Build and expand customer relationships, ensure adoption and retention, and identify growth opportunities while collaborating with cross-functional teams globally.

Lead the APAC Customer Success team at Drata, focusing on Australia. Manage and coach new CSMs while engaging with customers and Sales leadership. Operate at both executive and tactical levels in a high-growth environment. Establish Customer Success processes tailored to the APAC market, aligning with global frameworks. Identify churn risks and expansion opportunities, ensuring adoption and revenue growth.

Be the front-line of customer requests, debug, report, and sometimes fix bugs and regressions. Advocate for customer needs to the greater Resend team, iterate internal workflows to improve our resolution speed and efficacy. Proactively build relationships and identify potential papercuts for customers and create documentation that answers customer questions or showcases solutions.