Customer Success & Product Operations Specialist

Customer Success & Product Operations Specialist

Location: Malaysia (Remote / Hybrid – Klang Valley preferred)

Company: Fr8Labs

Experience Level: 1–2 years in B2B SaaS, Implementation, Product Ops, or Customer Success

About Fr8Labs

Fr8Labs builds smart, connected systems that power logistics and supply chain operations for businesses across Asia. Our platform helps freight forwarders, logistics providers, and enterprises automate workflows, gain visibility, and streamline financial operations.

We operate like a modern product company — lean, iterative, and deeply customer-driven. If you enjoy breaking down workflows, improving systems, and helping users adopt technology that actually solves problems, this role is a great fit.

We're an AI-first company.

We value curiosity, experimentation, and the ability to use AI as leverage — not decades of seniority. Every team member uses AI to accelerate their work, explore new ideas, and push for smarter solutions.

About the Role

As a Customer Success & Product Operations Specialist, you'll sit at the intersection of customer workflows, product decisions, and system behavior. This is a hybrid role combining implementation, customer success, workflow design, and product collaboration — not a traditional support position.

You'll guide customers during onboarding, diagnose operational challenges, optimize their use of the platform, and help shape how our product evolves. AI will be part of your daily toolkit — for documentation, analysis, ideation, and automation.

What You'll Do

• Lead onboarding from kickoff to go-live — map workflows, configure modules, and drive fast customer adoption.
• Use AI tools to produce documentation, automate repetitive tasks, and prototype better workflows.
• Build strong relationships with customers and help them unlock more value from our Freight, Accounting, and Ops modules.
• Troubleshoot issues with a **systems mindset**, identifying root causes instead of patching symptoms.
• Collaborate closely with Product & Engineering to turn recurring customer issues into product enhancements.
• Analyze usage data to uncover friction points and drive improvements.
• Draft SOPs, guides, and internal documentation (AI-accelerated).
• Support renewals and retention by ensuring customers achieve measurable outcomes and long-term success.

What We're Looking For

• 1–2 years experience in Customer Success, Implementation, Product Ops, or Account Management in B2B SaaS, logistics, fintech, or ERP environments.
• Strong communication skills (written and verbal) — comfortable engaging with both business and technical users.
• Analytical mindset with attention to detail — you can understand system workflows and help customers troubleshoot effectively.
• Tech-savvy and comfortable learning new platforms quickly.
• Empathy and patience — you genuinely care about helping users succeed.
• Bonus points if you've worked with ERPNext, supply chain systems, or logistics software.

Why You'll Love Working Here

• AI-first culture: Become an operator who uses AI to move faster, think clearer, and deliver more impact.
• High-impact role: Your insights directly influence product and roadmap decisions.
• Lean, no-bureaucracy environment: We iterate fast and ship improvements quickly.
• Direct access to founders & tech leads: Learn product thinking and systems design from the source.
• Growth opportunities: Pathways into senior Customer Success, Product, or Operations roles.
• Flexible work culture: Remote-friendly, outcome-driven.