Responsibilities

• Interact with our internal customers to learn about how they operate, define success criteria, and build out a customer journey to help them reach their business goals.
• Collect and analyze internal and external user feedback regarding their experience using Tripalink products via multiple channels, to help the business uncover product issues and unmet needs.
• Train, onboard, and support our customers in their usage of our systems in an effort to ensure adoption, and system migration/transition.
• Produce and deliver web-based and in-person training seminars for customers.
• Support inquiries from customers, assist with the creation of self-service documentation, and video-based training materials.
• Work with product, data and engineering teams to develop simple and quick solutions to unblock business teams from time to time for critical needs.
• Work cross-functionally with Operations, Marketing, Data and Product teams to relay customer use cases and resolve product escalations.
• Ensure the retention, growth, and satisfaction of a range of customer types as our product offering expands.
• Help the Customer Success team build out process and success metrics to accelerate the scaling of this function

• A self-motivated team player, ready to embrace a fast paced, high-growth environment (when we say “fast paced and high growth”, we really mean it).
• Able to effectively partner, collaborate, and communicate with technical and non-technical colleagues.
• A strong communicator with excellent written and verbal skills.
• Always thinking of new ways to effectively serve customers and improve the Customer Success team’s internal processes.
• Resourceful and not afraid to try out-of-the-box approaches to resolve complex issues

• 1 year relevant experience leading technical, customer-facing teams with measurable results or strong drive.
•  Experience influencing critical decisions within cross-functional organizations without direct authority.
• Strong command skill and ability to confront team and cross-functional partners to hold them accountable to documented expectations.
• Ability to be creative and strategic.
• Strong project management and time management skills.
• Interpersonal skills with a keen ability to explain complex concepts across the organization and to large audiences.
• Scaled work to International markets is a plus.
• Experience working in property management operations is a plus.
• Bachelor’s degree or higher in a technical field such as EE, Computer Science, Statistics or other STEM subject.
• Familiar with SQL or other relational database languages.
• Fluent in English and Mandarin Chinese (both verbal and written).
• Strong knowledge and proficiency in Excel / Google Sheets

What We Provide:

- Excellent Working Environment: Energetic, Ambitious, Passionate

- Great Team Experience

- Regular Team Building Activities

- Free Community Event Entrance

- Leadership Cultivation & Individual Development

- Networking & Resources from External Partners

- Opportunities of Rotation Among Departments & Locations

Diversity & Inclusion at Tripalink

Tripalink is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Note on Pay Transparency:

Tripalink provides an estimate of the compensation for roles that may be hired as required by state regulations. This role may also qualify for annual incentive and/or comprehensive benefits. Compensation may vary based on (a) location, as Tripalink factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Tripalink leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Tripalink reserves the right to modify this information at any time, subject to applicable law.