Customer Success Executive

Pay: $3,000.00 - $4,000.00 per month

Job description:

Role Overview

As a Customer Success Executive at ROOTE, you will be the frontline representative of the brand, ensuring every customer enjoys an exceptional experience throughout their hair care journey. This is a hands-on, all-rounder role that combines customer service, community engagement, retention, education, and operational support.

In a fast-growing startup, flexibility is essential. You will be expected to support customer enquiries across multiple channels, participate in campaigns and community activities, and provide timely assistance when needed, including occasional evenings, weekends, or public holidays during product launches, livestreams, campaigns, or urgent customer situations.

Key Responsibilities

1. Customer Support

• Respond promptly and professionally to customer enquiries across WhatsApp, Telegram, TikTok Shop, Shopee, Lazada, website live chat, email, and social media.
• Provide personalised product recommendations based on customers' hair and scalp concerns.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Escalate complex cases to management when necessary.

2. Customer Success & Retention

• Follow up with customers after purchase to ensure product satisfaction.
• Encourage repeat purchases through proactive engagement.
• Support loyalty programmes, VIP initiatives, referral campaigns, and subscription programmes.
• Re-engage inactive customers through retention initiatives.

3. Community Management

• Assist in managing ROOTE's Telegram, WhatsApp, Facebook, and other community platforms.
• Respond to community questions and facilitate discussions.
• Build strong relationships with customers and encourage active participation.
• Support online and offline community events.

4. Customer Education

• Guide customers on proper product usage and recommended routines.
• Share educational content on hair care and scalp health.
• Assist in creating FAQs, product guides, and onboarding materials.
• Ensure customer expectations are managed appropriately.

5. Customer Feedback

• Collect customer reviews and testimonials.
• Identify recurring issues, suggestions, and product feedback.
• Report insights to the Customer Success Director and Product team.
• Support review generation and customer satisfaction initiatives.

6. Cross-Functional Support

• Work closely with the Marketing team during campaigns, livestreams, and product launches.
• Coordinate with Operations to resolve order fulfilment or delivery issues.
• Support product testing, sampling programmes, and promotional activities when required.

7. Administrative & Operational Support

• Maintain accurate customer records and interaction logs.
• Prepare weekly customer feedback reports.
• Assist in developing and updating SOPs.
• Support additional business functions as required in a startup environment.

Requirements

• Diploma or Degree in Business, Marketing, Communications, Psychology, or a related field.
• 1–3 years of customer service or customer success experience is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving ability and empathy.
• Comfortable using CRM systems, messaging platforms, and social media.
• Passionate about beauty, hair care, wellness, and customer experience.
• Able to multitask in a fast-paced startup environment.

Working Expectations

• Standard office hours with flexibility to support customers outside regular working hours when required.
• Willingness to assist during product launches, livestreams, promotional campaigns, exhibitions, and community events.
• Takes ownership of customer issues from first contact through to resolution.
• Adaptable and willing to support different business functions as the company grows.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Response Time
• Resolution Time
• Customer Retention Rate
• Repeat Purchase Rate
• Customer Review Generation
• Customer Complaint Rate
• Community Engagement Rate
• Referral Conversions
• Customer Lifetime Value (team contribution)

The Customer Success Director is responsible for transforming first-time buyers into loyal, long-term ROOTE advocates by delivering exceptional customer experiences, strengthening customer relationships, and driving retention. Working closely with the Customer Service, Community, Marketing, and Product teams, this role ensures customers achieve the best possible results from their hair care journey while supporting sustainable business growth through increased customer lifetime value and repeat purchases.

Work Location: In person