Customer Success Executive

About Locad

Locad is the logistics engine enabling e-commerce brands to systematically store, pack, ship, and track orders across Asia-Pacific, GCC and the USA. Our tech platform syncs inventory across online channels and organizes end-to-end order fulfilment through our reliable network of warehouses and shipping partners across Singapore, Malaysia, the Philippines, Thailand, Indonesia, China, Australia, the USA, Saudi Arabia, and UAE with more locations opening soon. Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Why Join Locad

• Bonus: Competitive annual and performance bonuses to recognize your achievements.
• Generous PTO: 25 days of paid time off.
• Comprehensive Health Coverage: HMO starting from day one.
• Top-Tier Equipment: MacBook provided.
• Professional Growth: Annual learning and development budget.

Benefits

• As listed above in the Benefits section.

Key Responsibilities

• Serve as the primary POC for client inquiries, support requests, and escalations.
• Manage and resolve support tickets efficiently , ensuring a 90% One-Touch Resolution Rate .
• Identify root causes of issues and work cross-functionally with warehouse, fulfilment, and operations teams to prevent recurrence.
• Handle critical escalations that could impact fulfilment, brand reputation, or financials.
• Onshore team members must work from the warehouse at least 2 days per week to anticipate and resolve operational issues in real-time.

Account Success Management

• Build strong merchant relationships and serve as their trusted advisor.
• Monitor fulfilment SLAs (e.g., on-time dispatch, and order cancellations) and work proactively to address service gaps.
• Ensure all operations and billing comply with contract terms and SOPs .
• Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) to analyze sales trends, fulfilment performance, shipping efficiency, and financials.
• Identify upselling and cross-selling opportunities , driving revenue growth through new services, channels, and markets.
• Ensure all services align with contract agreements, rate cards, and SLAs .
• Validate invoices, track payments, and follow up on overdue collections .
• Update shipping rates to reflect carrier price changes and ensure billing accuracy .
• Identify opportunities for contract renewals and service expansions .
• Manage re-contracting and proactively engage merchants before contract expiry.

What We’re Looking For

2+ years of experience in Customer Success, Account Management, or Operations (preferably in e-commerce, logistics, or fulfilment )

Strong problem-solving skills with a proactive and solutions-oriented mindset

Ability to manage escalations effectively and provide root cause analysis

Excellent communication and relationship-building skills

Experience with contract management, SLAs, and billing reconciliation

Proficiency in Excel, CRM tools, and ticketing systems

Preferred

• Knowledge of warehouse operations & fulfilment processes
• Experience with HubSpot, Zendesk, or similar tools

How to Apply

Click "Easy Apply" on LinkedIn, answer the questions about your expected salary and availability , and we’ll be in touch soon

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• Technology, Information and Internet, Transportation, Logistics, Supply Chain and Storage, and Software Development

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