Golden Gate Ventures


Client Success Executives at Carousell
Hong Kong

Carousell is one of the world's largest and fastest growing mobile classifieds apps with a mission to inspire every person in the world to start selling and buying to make more possible for one another.

Since our launch in Aug 2012, we've expanded into 8 countries with over 250 million listings. As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell.

Viewing Hong Kong as a market with high potential for the growth of Carousell, we are currently expanding quickly. With over 200k+ active daily users and the launch of CarouBiz this year, we are building a team of Customer Success Executives.

We are looking for passionate and energetic people with a strong customer first mindset to join this young growing team and build the success and yet having a lot of fun together.

This role will report into the Country MD and support various verticals such as Auto, Property and General Classified.

You Will:

Have a strong drive for execution/results–ability to execute and deliver against business goals

Have excellent listening, communication and presentation skills 

Have a strong ability to multi task, plan, and be organised about daily work 

Strong relationship building skills both internally and externally

Be committed to delivering outstanding customer service and supporting and driving our customers’ business success.

Key responsibilities:

Client Advocacy/Familiarity

Understand client usage & behaviour to better understand how our clients use our platform

Gather feedback/bug complains and be the go-to person who fully understands statuses of these

Work with the marketing team to track accounts to identify churn risk and work proactively to eliminate that risk

Advocate customer needs/issues cross-departmentally and manage any escalations

Partner with CX teams to ensure that account issues are managed through to successful resolution

Ensure highest level of customer satisfaction across all client accounts

Client Relations:

Manage day-to-day client communication and address ad hoc client queries and requests

Manage our Influencer campaign initiative and ensure the success of these selected clients  

Drive adoption of our products, maximizing our potential and accelerating time-to-value

Act as a trusted advisor to each customer helping to drive continued value of our products and services

Develop, prepare, and nurture customers for advocacy.

Client Education and Onboarding:

Be one of our key trainers, coaching our agent clients on fully leveraging our products and platform. You will be comfortable conducting training both on a one-to-one level and in front of big groups

Be our agent client’s first point of contact when they subscribe to our platform via a welcome call

You Have:

A Carousell user and/or familiar with using the Carousell app and its features (include your Carousell username in your application!)

High self-motivation to bring positive changes to our Carousell community

Good organization skills to multi-task, prioritize among many demands and work with minimal supervision

Initiative and follows through on tasks, projects, and feedback

Experience working in a customer-facing/sales environment preferred

Fluent in Mandarin and English (written and spoken)