Operations & Client Success Specialist

Department

Operations

Reports To

Operations Manager

Role

The ideal candidate will be passionate about technology, business operations, and creating exceptional customer experiences. The candidate should possess a strong growth mindset and be eager to develop a 360° understanding of business operations through customer success, operational excellence, data management, and AI-enabled workflows.

The ideal candidate shall be expected to collaborate with internal teams and independently manage daily operational and client success activities, ensuring customer enquiries are handled effectively, business processes are executed smoothly, and operational standards are consistently maintained.
With a strong business and technology mindset, the Operations & Client Success Specialist is expected to leverage CRM platforms, HubSpot, AI tools, and data-driven practices to improve customer journeys, enhance operational efficiency, and contribute to continuous process optimisation.

Responsibilities

• Manage customer experience activities by handling client enquiries through established SOPs, CRM systems, HubSpot, and AI-enabled platforms
• Maintain high-quality customer service standards by ensuring timely responses and smooth customer journeys
• Maintain operational data accuracy through database management, auditing, and documentation of records
• Support reporting processes by ensuring operational data and records are complete, accurate, and organised
• Manage workplace operations including front desk activities, office facilities coordination, and professional guest reception
• Support internal employee experience initiatives, system access management, and technology equipment coordination
• Utilise Excel, Google Sheets, and AI tools to improve workflows, automate repetitive processes, and enhance operational efficiency
• Collaborate with different teams to support business initiatives and ad-hoc operational projects as assigned by management

Results

• Deliver consistent and professional customer experiences through effective client support processes
• Maintain accurate operational records and reliable business data for reporting and decision-making
• Improve workflow efficiency through effective use of CRM, AI tools, and process optimisation
• Support smooth daily operations and contribute to a positive workplace experience
• Build scalable and organised operational processes that support business growth

Requirements

• Fresh graduates to 2 years of working experience; candidates with strong growth mindset are welcome
• Fluent in English, Cantonese, and Mandarin with excellent verbal and written communication skills
• Proficient in MS Office / Google Workspace, especially Excel and Google Sheets
• Experience with CRM systems, HubSpot, or similar business platforms is an advantage
• Basic understanding and practical experience using AI tools for productivity improvement is preferred
• Strong interpersonal skills with the ability to communicate effectively with clients and internal stakeholders
• Responsible, proactive, organised, and able to work independently with strong execution ability
• Enjoys teamwork, problem-solving, and continuous learning in a fast-paced environment
• Passionate about technology, business operations, and creating meaningful customer experiences