APAC CX & Ops Specialist - Remote

Legitmark; Pacific (MO); Hybrid; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Legitmark, Inc. seeks a Customer Experience & Operations Specialist (APAC) to manage the APAC queue, review authentication items, and support customers remotely across email and channels.

You will own escalations end-to-end, gather context, route to the right owner, and ensure responses align with Legitmark’s voice and standards. You’ll collaborate with authenticators, category leads, and product/engineering for deeper investigations, document patterns to improve processes, and help refine

Qualifikationen

• 2+ years in customer support, customer experience, operations, or similar high-volume service role.
• Strong written communication in English.
• Experience with helpdesk or ticketing tools is a plus.
• Ability to work asynchronously and across multiple threads.

Aufgaben

• Review and process authentication items in internal APAC queue.
• Own escalations end-to-end: investigate, gather context, route, and resolve.
• Support APAC customers via email and channels; address submissions and account questions.
• Collaborate with authenticators, category leads, and product/engineering for deeper investigations.
• Document patterns from escalations to improve processes and guidance for APAC.

Kenntnisse

Customer support

Written communication

Process improvement

Async work

Prioritization

APAC awareness

Documentation

Remote flexibility

Tools

Intercom

Zendesk

HubSpot

Slack

Jobbeschreibung

Customer Experience & Operations Specialist (APAC)

Customer Experience / Operations – Remote (APAC)

About the role

In this role, you'll:

• • Review and process authentication items in our internal workflows for the APAC queue, keeping quality and turnaround times high
• • Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution
• • Support APAC customers externally across email and other channels — submissions, results, account questions, and issue follow-ups
• • Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation
• • Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the APAC market
• • Help maintain and refine ops playbooks, queues, and handoff standards as volume grows
• • Flag recurring friction (photo quality, SLA misses, unclear policies) and propose practical fixes

Your first 45 days

• • Day 14: Fluent in the queue. You're processing items confidently, handling common escalations, and responding to customers with Legitmark's voice and standards.
• • Day 30: Closing the loop. You're owning escalations end-to-end with minimal handholding, and customers and internal partners trust you to drive resolution.
• • Day 45: Raising the bar. You've identified at least one recurring ops or CX pain point and shipped a clearer process, template, or handoff that reduces repeat work.

We're looking for someone with:

• • 2+ years in customer support, customer experience, operations, or a similar high-volume service role
• • Strong written communication in English — clear, calm, and precise with both customers and internal teammates
• • Comfort working across internal tools and queues while context-switching to live customer issues
• • Sound judgment on prioritization, escalations, and when to pull in specialists
• • A bias toward documentation and process improvement, not just ticket-by-ticket firefighting
• • Ability to work asynchronously and stay organized across multiple open threads
• • Based in APAC (or authorized to work remotely from APAC) and comfortable covering APAC business hours
• • Comfort with ambiguity and a bias toward action

Nice to have:

• • Background in resale, marketplaces, luxury goods, sneakers, or trust-and-safety / authentication
• • Experience with helpdesk or CRM tools (Intercom, Zendesk, HubSpot, or similar)
• • Familiarity with Slack-based ops workflows and lightweight ticketing / queue systems
• • Fluency in Mandarin Chinese or other APAC languages for supporting a regional customer base

About Legitmark