CX Specialist*
Description
What We’re Looking For:
We're looking for a Customer Experience Specialist to help improve how we engage, support, and grow customer relationships across APAC.
This is a hands-on role for someone who enjoys solving problems, building new solutions, and finding better ways of working. You'll work across Customer Success, Marketing, Product, Sales, and Operations to improve customer experiences and help teams operate more effectively.
We're looking for someone who learns quickly, takes ownership, and enjoys tackling unfamiliar problems. You'll be most successful if you're comfortable experimenting with new tools, working across teams, and turning ideas into practical solutions that deliver results.
Key Responsibilities:
Build AI-Powered Workflows and Solutions
Design and implement AI-powered workflows that improve customer and employee experiences.
Use AI and automation tools such as ChatGPT, Claude, Gemini, Copilot, Zapier, Make, or similar platforms to streamline processes and solve operational challenges.
Identify manual or repetitive work and develop scalable solutions that improve efficiency and productivity.
Stay current with emerging AI capabilities and identify opportunities to apply them across the business.
Drive Cross-Functional Initiatives
Identify friction points across the customer journey and develop solutions that improve adoption, engagement, retention, and customer satisfaction.
Partner with Customer Success, Marketing, Product, Sales, and Operations teams to solve customer and business challenges.
Coordinate projects across multiple stakeholders and drive execution from idea through implementation.
Create repeatable processes, resources, and playbooks that can scale across teams and markets.
Help teams adopt new tools, workflows, and ways of working.
Turn Data Into Action
Build dashboards, reports, and insights that help teams prioritize and make better decisions.
Analyze customer and operational data to identify trends, opportunities, and areas for improvement.
Measure program performance and recommend changes based on outcomes.
Translate insights into practical actions that improve customer and business results.
Requirements:
2-4 years of experience in Customer Experience, Operations, Customer Success, Marketing, Product Operations, Consulting, Technology, or a related field.
Hands-on experience building workflows, automations, or business solutions using AI tools such as ChatGPT, Claude, Gemini, Copilot, or similar platforms.
Ability to demonstrate projects, workflows, automations, agents, or solutions you have personally built using AI.
Strong problem-solving skills and the ability to work through ambiguity.
Experience managing projects or initiatives from idea through execution.
Strong communication and stakeholder management skills.
Ability to learn new tools and technologies quickly.
Strong sense of ownership and accountability.
Preferred Experience/ Qualification:
Experience with automation platforms such as Zapier, Workato, or similar tools.
Familiarity with Salesforce, HubSpot, Marketo, Totango, or related platforms.
Experience building dashboards and reporting solutions.
Experience in SaaS, technology, or subscription-based businesses.
Why Join Us?
Opportunity to help shape the future of customer experience across APAC.
High ownership and visibility across multiple teams and functions.
Freedom to experiment, build, and implement new ideas.
Opportunity to apply AI and automation to real business challenges and see the impact of your work firsthand.
What You'll Bring:
5-7 years of experience in Customer Success, Customer Experience, Customer Operations, Revenue Operations, or a related field.
Experience working directly with customers and customer-facing teams.
Proven track record of building and implementing programs from concept through execution.
Hands-on experience building AI workflows, automations, or operational solutions using modern AI tools.
Strong analytical skills with experience building dashboards and turning data into actionable insights.
Comfortable working cross-functionally across CS, Sales, Marketing, Product, and Operations.
Builder mentality with a bias toward action and a willingness to operate in ambiguity.
Experience with AI and automation platforms such as ChatGPT, Claude, Gemini, Copilot, Zapier, Make, Workato, Salesforce AI, or similar tools.
Experience with customer success platforms such as Gainsight, ChurnZero, Planhat, Salesforce, or HubSpot.
Experience designing customer lifecycle, adoption, retention, or expansion programs.
Experience in SaaS, technology, or subscription-based businesses.
What We Offer:
Enjoy flexible paid time off options for enhanced work-life balance.
Gym & wellness allowance through our partnership with ClassPass.
Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
Car Lease Benefit partnered with Autopia, the perk of novated leasing, a tax-effective way to own and run a car.
Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
Energetic work environment with a hybrid work style, providing the balance you need.
Benefit from our family leave program, which grows with your tenure at Meltwater.
Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Where You'll Work:
Singapore
When You'll Join:
July/August
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around
the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along
the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across
25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws