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Worldly is seeking a Customer Success Associate to support the APAC Customer Success team across customer data operations, customer program delivery, training, and platform support. The role is responsible for managing customers' supplier lists and verifying data accuracy, supporting service cadences for customers in different subscriptions, delivering training to APAC customers, and handling platform/brand’s requirements enquiries. The role reports to the Regional Lead and works closely with other members of the Customer Success team across time zones.The ideal candidate is detail-oriented, comfortable working with large data sets, a confident communicator in front of customers, and interested in retail supply chains and ESG reporting.What You'll Do1. Customer data operationsManage and maintain detailed record-keeping of customers' supplier lists; maintain and update supplier data by inputting text-based and numerical information from source documents within time limits on a recurring basisCompile, verify accuracy, and sort information according to priorities to prepare source data for platform importReview data for deficiencies or errors, correct any incompatibilities where possible, and check the outputImport data to the Worldly platform on behalf of customersSend templated emails on behalf of customersStore completed work in designated locations and perform backup operationsRespond to queries for information and access relevant files2. Customer program & cadence supportSupport facility list management, cadence setup & management, adoption emails, and reporting needs for ImpactService customersIndependent service delivery to customers in Platform Access subscriptionManage recurring customer deliverables (e.g., MWL updates) with CS Ninjas TeamManage email cadences in HubSpot for customer adoption programsData / deck preparation for End-of-Cadence Meetings with assigned accountsConsolidate and visualize platform data into presentation materials3. Training & eventsDeliver training sessions and host office hours for APAC customersManage training-related emails e.g., invitation and follow-up emailsHandle training/office hours follow-up: surveys, uploading recordings to the guidance site, collecting and answering Q&A, analyzing survey resultsReport on training KPIsSchedule training and office hours sessions in the CS Zoom accountRepresent Worldly at industry events in APAC4. Support & ticketingAnswer platform/brand’s requirements enquiries — deadlines, verification booking for Higg FEM and Higg FSLM, especially accounts-related5. Translation & localizationOrganize translation of training and guidance content6. Team & workflow supportAssist Regional Lead in overseeing and shaping the CS Support Ninja workflowSupport onboarding, training & supervising CS Support NinjasSupport UAT testing of (adoption, analytics, supply impacts)Flexible to attend internal meetings in different time zones when requiredWe'd like To SeeLarge data handling experience (preferred)Proficiency in data management tasks utilizing tools like Excel, Google Sheets, etc.Accuracy and attention to detail — essentialPropensity to problem-solve proactively and find solutions for potential problems or errors that have been identifiedAbility to concentrate for lengthy periods and perform accurately with adequate speedConfident presenter and communicator for customer-facing setupAbility to collaborate with cross-functional teamsIt Helps If You HaveExperience with HubSpot or other CRM technologiesExperience with Slack1+ years of technical SaaS environment product support experienceBachelor's degreeKnowledge of retail supply chainsInterest in ESG reporting & similar with Higg Index ToolsExperience in customer serviceFluency in English plus a regional language (e.g. Mandarin, Vietnamese)What We Can Offer YouComprehensive benefits offerings. 100% employee premium covered by Worldly.Growth OpportunitiesEquipment StipendsUnlimited PTOPaid company holidaysLife at WorldlyOur team is motivated to transform the way products are made. By helping our customers succeed in a new era of sustainable production, we can build technology that makes a difference on a planetary level.Our team represents over 15 countries and brings unique experiences from technology to farming to the table. Surround yourself with kind, enthusiastic, and dedicated people who put collaboration and growth at the center of our shared goals.Benefits and perksEarn a competitive salary and performance-based bonuses; healthcare and retirement matchingOffice stipend to get the supplies you needFlexible time off — take the time you need to recharge; our culture encourages team members to explore and rest to be their best selvesWe're remote, not lonely — join the culture committee, coffee chats, or a variety of other interest groupsTravel NoticeRoles at Worldly may require occasional travel to support business needs, including but not limited to team collaboration, customer engagement, or company events.Equity StatementWe believe it’s essential to reflect the diversity of those we strive to serve. True innovation happens when everyone has room at the table, including the tools, resources, and opportunity to excel. We’re dedicated to building a culturally and experientially diverse team that leads and works with empathy and respect.CompensationAnnual Salary$15,000 - $25,000 USDAnnual Bonus PlanWork-From-Home Stipends*Final compensation figures will be determined based on a wide variety of factors, including experience and location. These factors will be evaluated and considered by Worldly throughout the entirety of this process.**For candidates located outside the U.S., the salary range listed in USD will be paid in the local currency equivalent at the time of offer using the then-current exchange rate.About WorldlyWorldly is the world's most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Worldly is trusted by 40,000 global brands, retailers, and manufacturers to provide the single source of ESG intelligence they need to accelerate business and industry transformation.Through strategic and meaningful customer relationships, Worldly provides key insights into supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, we enable that systemic shift.Backed by a dedicated global team of individuals aligned by values, Worldly proudly operates as a public benefit corporation with backing from mission-aligned investors.
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