Client Success Specialist

2 days ago

Malaysia BrioHR Full time 30,000 - 60,000 per year


The Role

As a Client Success Specialist at BrioHR, you'll be the expert voice our customers rely on. You'll handle day-to-day support across live chat, email, and ticketing, quickly resolving issues and turning every interaction into an opportunity to build trust. Beyond troubleshooting, you'll listen for recurring pain points, feed actionable insights back to our tech team, and help drive improvements that make work better for thousands of HR teams. If you love solving problems, enjoy working cross-functionally, and care about delivering measurable customer impact, this role is for you.

Key Responsibilities

Client Support & Issue Resolution

● Serve as the primary contact for client inquiries via live chat, email, and support tickets.

● Provide timely and accurate responses while troubleshooting inquiries with empathy and efficiency.

● Maintain ownership of client inquiries from initial contact to resolution, following up proactively when needed.

● Identify and escalate complex technical issues to the appropriate teams, ensuring a smooth handover.

● Manage and resolve client complaints/feedback professionally and effectively.

● Maintain internal documentation to ensure consistency in client communication.

● Meet and exceed key performance indicators (KPIs) including response time, resolution time, and customer satisfaction ratings.

Client Relationship Management

● Build and maintain strong client relationships by delivering exceptional service.

● Gather client feedback and share insights with internal teams to drive continuous improvement.

● Identify recurring client issues and propose solutions to enhance the support experience.

Operational Excellence & Compliance

● Ensure compliance with SOPs, data privacy regulations, security policies, and BrioHR guidelines.

● Maintain internal documentation to ensure consistency in client communication.

● Contribute to process optimization and efficiency improvements.

● Participate in knowledge-sharing initiatives within the team to enhance best practices.

Cross-functional Collaboration

● Work closely with other teams and departments to address client concerns and improve the user experience.

● Stay updated on HR technology, trends, updates, and BrioHR product developments to provide informed recommendations to clients.

● Contribute to knowledge-sharing within the team and assist in process optimization initiatives

Skills/ Experience Required

  • 3+ years of customer support / client success experience in a SaaS or tech environment (experience supporting HR or payroll systems is a strong plus).
  • Confident using live chat, ticketing systems and CRM tools.
  • Strong written and verbal communication - clear, empathetic, and client-focused.
  • Demonstrated ability to troubleshoot product issues, write accurate case notes, and escalate with clear context.
  • Proven track record of meeting or exceeding support KPIs (fast response & resolution, high CSAT).
  • Solid understanding of data privacy and basic security best practices when handling client data.
  • Good organisation skills and ability to manage multiple priorities in a fast-paced environment.

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