Regional Ambassador / Customer Success Leader – Asia

tawk.to, inc.; Kuala Lumpur; On-site; USD 30,000 - 45,000; Full time

Job summary

A leading company in technology seeks a Regional Ambassador / Customer Success Leader based in Kuala Lumpur. This onsite role will support customer success across multiple Asian markets through localization and outreach, driving user satisfaction and regional growth.

Qualifications

• Bilingual or multilingual fluency is essential with English and an additional language.
• Proven experience in customer success, localization, or community management is desired.
• Self-motivated and proactive in managing diverse responsibilities.

Responsibilities

• Oversee translation and localization of content for various platforms.
• Assist users with onboarding and retention across Southeast and East Asia.
• Monitor KPIs and provide insights to drive continuous improvement.

Skills

Communication

Organizational skills

Problem-solving

Job description

Position Overview:

As the Regional Ambassador / Customer Success Leader based in Kuala Lumpur, you will represent tawk.to across key Asian markets, supporting users in countries such as Malaysia, Singapore, Thailand, Indonesia, Vietnam, the Philippines, and South Korea. This onsite role is responsible for localising our content, supporting customer onboarding, driving adoption of platform features (particularly AI Assist), and managing regional outreach. Your goal is to ensure user satisfaction, grow our footprint, and maintain a strong regional presence.

Key Responsibilities:

• Localisation and Language Support
  
  
  • Oversee translation and localisation of tawk.to content across the dashboard, mobile app, and website for supported languages
    
    
  • Ensure content is accurate, culturally relevant, and aligned with local preferences
    
    
• Regional Customer Success
  
  
  • Assist users across the region with onboarding and successful adoption of all platform features, with a primary focus on AI Assist
    
    
  • Provide outstanding support tailored to each market’s needs and expectations
    
    
  • Maintain regular communication with users to drive engagement and retention
    
    
• Market Representation
  
  
  • Act as the face of tawk.to across Southeast and East Asia, advocating for user needs and collecting feedback to improve service
    
    
  • Build relationships with businesses, partners, and local communities
    
    
• Regional Outreach and Growth
  
  
  • Identify businesses across supported countries that could benefit from tawk.to
    
    
  • Highlight the platform’s benefits and provide hands-on assistance to ensure successful onboarding
    
    
  • Collaborate with internal teams to support region-specific marketing and growth campaigns
    
    
• Social Media and Community Management
  
  
  • Assist in building regional social media pages (e.g. Facebook, Instagram, YouTube) in relevant languages
    
    
  • Monitor and respond to user interactions across social platforms
    
    
  • Help set up and manage community pages or forums in local languages, responding to correspondence and encouraging engagement
    
    
• Performance Monitoring and Reporting
  
  
  • Track KPIs across all markets, including user growth, feature adoption, support satisfaction, and retention
    
    
  • Maintain region-specific data and share insights to drive continuous improvement
    
    
• Internal Collaboration and Strategy
  
  
  • Work with product, marketing, and engineering teams to ensure regional considerations are reflected in development and campaigns
    
    
  • Share ongoing updates from local markets to inform wider business strategy
    
    

Requirements:

• Based in Kuala Lumpur - full-time onsite role
  
  
• Bi-lingual or multi-lingual fluency is essential - proficiency in English plus one or more languages such as Bahasa Malaysia, Thai, Vietnamese, Korean, Mandarin, Tagalog, or Bahasa Indonesia is highly desirable
  
  
• Proven experience in customer success, localisation, regional marketing, or community management
  
  
• Strong communication, organisational, and problem-solving skills
  
  
• Self-motivated, proactive, and able to manage diverse regional responsibilities
  
  
• Familiarity with SaaS platforms and a passion for technology-driven solutions
  
  

Performance Metrics:

• Regional growth in user adoption and AI Assist usage
  
  
• Support satisfaction scores and retention rates
  
  
• Translation accuracy and turnaround times
  
  
• Social media engagement and responsiveness
  
  
• Market share improvements across assigned countries

This role is critical to our growth and continued success across Asia. You are expected to take full ownership of the responsibilities outlined above, working closely with internal teams to ensure alignment with tawk.to’s global objectives. Regular communication, initiative, and data-driven decision making will be key to thriving in this position.

Success in this role means driving real impact for our users, for the business, and for the wider region.