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Customer Success Professional

2 weeks ago

Manila, National Capital Region, Philippines Locad Full time
About Locad

Locad is a cutting-edge logistics engine that empowers e-commerce brands to efficiently store, pack, ship, and track orders across key markets. Our innovative platform synchronizes inventory across online channels, streamlining end-to-end order fulfillment through our extensive network of warehouses and shipping partners.

By leveraging our integrated system, hundreds of brands have access to faster shipping, reduced costs, and exponential growth. Equipped with the latest technology, infrastructure, and partnerships, Locad is dedicated to driving business success forward.

Why Join Locad?
  • Bonus Structure: Annual and performance bonuses are offered to recognize outstanding achievements.
  • Generous Time Off: 25 days of paid time off ensure work-life balance.
  • Comprehensive Health Coverage: HMO benefits start on day one.
  • Top-Tier Equipment: MacBooks are provided for optimal productivity.
  • Professional Growth: An annual learning and development budget supports career advancement.
Key Responsibilities:
  • Serve as the primary point of contact for client inquiries, support requests, and escalations.
  • Manage and resolve support tickets efficiently, striving for a 90% one-touch resolution rate.
  • Identify root causes of issues and collaborate with warehouse, fulfillment, and operations teams to prevent recurrence.
  • Handle critical escalations impacting fulfillment, brand reputation, or financials.
  • Onshore team members work from the warehouse five days a week to anticipate and resolve operational issues in real-time.