Senior Executive, Customer Success

ABOUT US As Southeast Asia’s #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable. Our mission? To move things across Southeast Asia better than anyone else. We’re focused on making next-day delivery a reality for all. #TeamTeleport is guided by our values: Move with urgency — because time is crucial; Aim to pioneer — constantly innovating to stay ahead; Do it with intent — delivering with purpose and precision; and Keep it real — maintaining authenticity and transparency in all we do. Learn more about Teleport here: https://www.teleport.it/ ***Applicants must be Malaysian citizens. Visa sponsorship is not provided, and candidates must have the legal right to work in Malaysia A DAY IN A LIFE As a fast-growing startup, no two days here are quite the same. We thrive on agility, adaptability, and cross-functional teamwork. While multitasking is the norm and your unique talents may occasionally be called upon to support broader company priorities, your core mission will be driving customer success, operational excellence, and network efficiency. As a Senior Executive, Customer Success , you will serve as the bridge between our key customers and operational network—championing business objectives, optimizing capacity planning, and taking full ownership of problem resolution. Key Responsibilities 1. Customer Champion & Operational Execution • Performance & SLA Monitoring: Track key performance metrics, monitor SLAs, and deliver clear, actionable reporting to internal leadership and clients. • Operations Management: Oversee forecast alignment, capacity planning, bookings, and the flawless execution of pickup and delivery schedules. • Issue Tracing & Escalation: Proactively trace cargo irregularities, resolve delays, and manage critical escalations to minimize impact. • Data Visualization & Reporting: Leverage Google Workspace (Sheets, Slides, Docs) to transform complex operational datasets into clear, compelling presentations and digestible reports. 2. Solutioning & Troubleshooting • End-to-End Ownership: Take complete ownership of operational roadblocks and client challenges from identification through to resolution. • Cross-Functional Collaboration: Partner closely with internal teams (Operations, Network Planning, Tech) to remediate issues and implement sustainable solutions. 3. Capacity & Network Planning • Demand Forecasting: Pre-plan and forecast demand across available flights—including freighters, passenger flights, and 3rd-party capacity—ensuring strict data accuracy. • Network Routing Optimization: Utilize network algorithms to route cargo across company and partner networks, balancing available capacity, routing efficiency, and delivery timelines. • Proactive Risk Management: Anticipate and respond dynamically to disruptions or changes affecting scheduled cargo transportation. Qualifications & Experience • Industry Experience: Prior experience in Customer Success, Key Account Management, or Operations within the logistics, air cargo, or supply chain industry is strongly preferred. • Startup Agility: Proven ability to thrive, prioritize, and make sound decisions in an extremely fast-paced, ambiguous environment. • Communication Skills: Exceptional written and verbal communication skills, with a track record of effectively engaging stakeholders at all organizational levels. • Analytical Mindset: Strong logical reasoning and analytical problem-solving skills, with a data-driven approach to troubleshooting. • Technical & Tools Proficiency: - Intermediate to advanced proficiency in Microsoft Excel and Google Workspace (Sheets, Slides, Docs). - Strong project management habits and disciplined documentation skills. At Teleport, we’re all about creating a diverse and inclusive team where everyone feels valued. We believe that different perspectives make us stronger and help us do logistics better across Southeast Asia. We welcome people from all walks of life and celebrate what makes each of us unique. If you’re passionate about making a difference, we’d love to hear from you! Work-Life at #TeamTeleport • Unlimited training -You will have access to a wide range of learning resources including Notion! • Ditch the Suit & Tie - Be comfortable as you are, express your inner Fashionista… as long as it's not a birthday suit! • Vacation and time away - Sometimes you need to recharge and come back energized! That’s why you will get 90% off flights to destinations within AirAsia's network, 10%-15% discounts on selected eateries at KLIA2. • Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off!