Customer Success Associate (Sustainability)

Job description

# **Customer Success Associate (Sustainability)** *Location: Remote (China, Vietnam, Hong Kong, or Philippines)* *Reports to: Regional Lead, APAC* ## **About Worldly** Worldly 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. ## **About The Role** 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 Do** **1. Customer data operations** - Manage 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 basis - Compile, verify accuracy, and sort information according to priorities to prepare source data for platform import - Review data for deficiencies or errors, correct any incompatibilities where possible, and check the output - Import data to the Worldly platform on behalf of customers - Send templated emails on behalf of customers - Store completed work in designated locations and perform backup operations - Respond to queries for information and access relevant files **2. Customer program & cadence support** - Support facility list management, cadence setup & management, adoption emails, and reporting needs for ImpactService customers - Independent service delivery to customers in Platform Access subscription - Manage recurring customer deliverables (e.g., MWL updates) with CS NinjasTeam - Manage email cadences in HubSpot for customer adoption programs - Data / deck preparation for End-of-Cadence Meetings with assigned accounts - Consolidate and visualize platform data into presentation materials **3. Training & events** - Deliver training sessions and host office hours for APAC customers - Manage training-related emails e.g., invitation and follow-up emails - Handle training/office hours follow-up: surveys, uploading recordings to the guidance site, collecting and answering Q&A, analyzing survey results - Report on training KPIs - Schedule training and office hours sessions in the CS Zoom account - Represent Worldly at industry events in APAC **4. Support & ticketing** - Answer platform/brand’s requirements enquiries — deadlines, verification booking for Higg FEM and Higg FSLM, especially accounts-related **5. Translation & localization** - Organize translation of training and guidance content **6. Team & workflow support** - Assist Regional Lead in overseeing and shaping the CS Support Ninja workflow - Support onboarding, training & supervising CS Support Ninjas - Support UAT testing of (adoption, analytics, supply impacts) - Flexible to attend internal meetings in different time zones when required ## **We'd like To See** - Large data handling experience (preferred)Proficiency in data management tasks utilizing tools like Excel, Google Sheets, etc. - Accuracy and attention to detail — essential - Propensity to problem-solve proactively and find solutions for potential problems or errors that have been identified - Ability to concentrate for lengthy periods and perform accurately with adequate speed - Confident presenter and communicator for customer-facing setup - Ability to collaborate with cross-functional teams ## **It Helps If You Have** - Experience with HubSpot or other CRM technologies - Experience with Slack - 1+ years of technical SaaS environment product support experience - Bachelor's degree - Knowledge of retail supply chains - Interest in ESG reporting & similar with Higg Index Tools - Experience in customer service - Fluency in English plus a regional language (e.g. Mandarin, Vietnamese) ## **What We Can Offer You** - Comprehensive benefits offerings. 100% employee premium covered by Worldly. - Growth Opportunities - Equipment Stipends - Unlimited PTO - Paid company holidays ## **Life at Worldly** Our 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 perks*** - Earn a competitive salary and performance-based bonuses; healthcare and retirement matching - Office stipend to get the supplies you need - Flexible time off — take the time you need to recharge; our culture encourages team members to explore and rest to be their best selves - We're remote, not lonely — join the culture committee, coffee chats, or a variety of other interest groups ## **Travel Notice** ​​Roles at Worldly may require occasional travel to support business needs, including but not limited to team collaboration, customer engagement, or company events. ## **Equity Statement** We 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. ## **Compensation** Annual Salary - $15,000 - $25,000 USD Annual Bonus Plan Work-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.*