Client Success Operations Specialist

About Our Client

Our client is a digital rewards marketplace platform based in Singapore. They were established in 2012 and operate in more than 30 countries through local offices and strategic partnerships. They have over 500,000 users across more than hundreds of companies. Their platform is engaging employees, fostering customer loyalty, and enhancing partners' productivity. Their mobile and web solutions gamify rewards, ensuring they are easy-to-use, relevant, fun, and engaging.

About the Role

Our Client is looking for a Client Success Operations Specialist: the operational partner behind our Client Success Managers (CSMs). You'll set up and configure the platform for clients based on their product requirements, troubleshoot set-up issues, own the day-to-day requests that keep accounts running and support client billing and payment follow-ups. Just as importantly, you'll spot work that is manual, repetitive or error-prone and fix it through better processes and automation. The role covers five areas:

1. Platform Configuration & Technical Operations – setting up client programs on the platform from product requirements, managing backend settings and troubleshooting setup issues.
2. Client Success Operations – supporting CSMs and clients with onboarding, campaign
coordination, reporting and account requests.
3. Process Improvement & Automation – finding manual, repetitive work and
redesigning or automating it.
4. Client & User Support – resolving account-level and escalated queries, and removing
repeat queries at the source.
5. Billing Support – sending invoices and credit notes, and following up on payments.

This is a permanent, core position for someone who sees a recurring task and asks, why are we still doing this by hand? If you enjoy client work but would rather build better ways of working than only work the queue, this role is for you.

Job Responsibilities

Platform Configuration & Technical Operations

• Learn the platform in depth, including admin and backend settings, feature toggles and how modules depend on each other.
• Turn client product requirements (from CSMs and scoping documents) into platform setup: program rules, user roles and permissions, points and budget settings, catalogue and campaign configuration.
• Switch features on and off and change configurations safely: test before go-live, get a second check on changes to live programs, and keep a change log for each client.
• Troubleshoot set-up issues: reproduce the problem, check configuration and data, find the root cause, then fix it or escalate to Tech with clear steps to reproduce.
• Run go-live and UAT checks before client launches, and keep configuration records and set-up guides up to date.

Client Success Operations

• Act as the operational partner to CSMs, owning account requests and tasks end to end: data pulls, reports, presentations, campaign set-ups and internal follow-ups.
• Coordinate client onboarding, campaign launches and reward catalogue updates with Partnerships, Ops and Tech.
• Track and report on key account metrics, turning platform data into insights and
  recommendations for clients.
• Manage the shared request queue for CSMs and clients, prioritizing work and meeting agreed turnaround times.

Process Improvement & Automation

• Map workflows across Client Success, Support and Billing, and identify bottlenecks, manual hand-offs and error-prone steps.
• Design and implement improvements such as templates, workflow automation,
  scheduled reports and self-service tools (e.g. Zapier/Make, Excel/Google Sheets
  scripts, helpdesk automation, AI tools).
• Write and maintain SOPs, and assess how a change in one area affects downstream workflows, other teams and client operations.
• Measure the impact of improvements (hours saved, turnaround time, error rates) and report on it.

Client & User Support

• Handle client and user queries via email and chat, particularly account-level and
  escalated cases, meeting SLA and CSAT targets.
• Analyze ticket trends to find root causes, and remove repeat queries through fixes, FAQs, help articles or automation.
• Escalate complex issues to the right teams while keeping clients informed.

Billing Support

• Prepare and send client invoices and credit notes, following approval steps and timelines.
• Follow up with clients on outstanding payments and invoice queries, working with
  Finance and CSMs.

Job Requirements

• 3–5 years in SaaS implementation or onboarding, technical or platform operations, client success operations, or a similar operations-focused client role.
• Technically minded: comfortable learning a SaaS platform's admin and backend settings, configuring it to match requirements, and troubleshooting logically when something does not work. Experience as a platform admin (e.g. Salesforce, HRIS, loyalty or e-commerce platforms) or in L2 technical support is a strong plus.
• A track record of improving processes: you can point to something you simplified, standardized or automated, and what it saved.
• Hands-on with data and automation tools: strong Excel/Google Sheets (lookups, pivots, formulas). Experience with Zapier, Make, Power Automate, a CRM (Salesforce/HubSpot) or helpdesk automation (Zendesk/Freshdesk) is a strong plus.
• Comfortable with numbers and basic billing: invoices, credit notes and payment follow-ups.
• Strong written and verbal communication skills, able to work with CSMs, Tech, Finance and clients.
• Organized and detail-oriented, able to juggle requests from several stakeholders.
• Preferable Mandarin/Hokkien/Cantonese speaking candidates.
• Ability to work with a hybrid working arrangement in KL.