Customer Care Specialist

About HubexoHubexo is a global construction technology company with roots in Sweden and a heritage dating back to 1936. Today, we support customers in more than 20 countries with data, insights, and software solutions that help them build more efficiently and sustainably.About the ProductLead Manager is an industry-leading construction intelligence platform that helps businesses in the construction sector find and win new projects. It provides real-time access to:Comprehensive project leads - Stay ahead of competitors with early insights into upcoming construction projects at every stage.Market trends & analytics- Leverage powerful data insights to refine business strategies and identify growth opportunities.Key contact information - Connect with decision-makers such as developers, architects, contractors, and suppliers.Customizable alerts& tracking - Set up automated notifications to track project updates and client movements.Our ValuesDream big - Embrace ambitious goals and strive to exceed expectations, every day.Thrive together- Collaborate, communicate, and celebrate success.Own it - Take ownership of your work and empower yourself to make a difference.Do the right thing- Stand firm in your values and let integrity guide your actions at every turn.About the RoleWe’re looking for a Customer Care Specialist to join our growing Customer Success team. In this role, you’ll play a critical part in ensuring customers successfully adopt and use our Lead Manager platform. You’ll be the first point of contact for customer queries, providing timely, accurate, and professional support while working closely with internal teams to continuously improve the customer experience.This role is ideal for someone who enjoys problem-solving, working with technology, and helping customers succeed in a fast-paced SaaS environment while delivering outstanding customer experiences.Key ResponsibilitiesSupport the client onboarding process to drive early adoption and set customers up for long-term success and renewalUnderstand customer needs and deliver clear, accurate solutions that support continued usage and retentionProvide timely and professional customer support via online channels, email, chat, and/or phone, with a focus on resolving issues that may impact renewalsTroubleshoot product issues and guide customers on effective platform usage, highlighting features that drive value and ongoing engagementIdentify and escalate issues that may pose a risk to renewal or expansion, working closely with internal teams to resolve them promptlyEscalate complex or technical issues to relevant internal teams with clear documentation, business impact, and urgencyMaintain detailed and accurate records of customer interactions, issues, and resolutions in the support/ticketing system and CRMIdentify recurring issues that could impact customer satisfaction or retention and contribute to knowledge base articles, FAQs, and process improvementsWork closely with Product and Customer Success teams to improve product usability, reduce friction, and increase customer lifetime valueProactively identify opportunities to increase adoption, prevent churn, and support renewal conversationsSupport the preparation and generation of renewal quotations, ensuring accuracy and timeliness to avoid delays in renewal cyclesRequirements2–3 years of experience in customer support, helpdesk, or a similar role (SaaS experience preferred)Fluency in English & Bahasa Melayu is required. Proficiency in Mandarin, Cantonese or Bahasa Indonesia is an advantage.Strong written and verbal communication skillsComfortable working with web-based platforms, CRM systems, and ticketing toolsCustomer-focused mindset with strong analytical & problem-solving skillsAbility to manage multiple requests and priorities effectively in a fast-paced environmentDetail-oriented, proactive, and eager to learn new tools and processesAbility to work both independently and collaboratively within a teamWhat You Get in ReturnAt Hubexo, we believe in investing in our people. Here’s what you can expect:Fast-Track Career Growth – High performers will have clear pathways to senior roles.Supportive Team Culture – Work in a dynamic, high-performing environment where collaboration and success go hand in hand.Coaching &High-Performance Training – Receive ongoing coaching and mentorship to master consultative sales and strategic deal-making.International Learning& Development – Access exclusive sales training from Hubexo’s global sales leaders, connecting with top performers across the world.A Platform for Innovation – Be part of a fast-growing tech company that is shaping the future of construction intelligence.