Customer Success — Management Associate Program (Welcome Fresh Graduate) 客戶成功

About Cake

Established in 2016 in Taiwan, Cake is an international talent community and platform providing comprehensive solutions for job seekers. By offering AI tools for resumes and portfolios, job search strategies, networking resources, and international job opportunities, Cake meets all needs in career development. With over 7 million users worldwide and collaborations with over 10,000 companies, Cake helps talent find the most suitable place at different stages of their careers.

Cake Business Team Culture

Values that are the foundation of our team culture, which every member embodies:

• Raise the bar - Impact matters. Stay focused and curious.
• Think big & hustle - Push for bold, thoughtful, and rapid innovation.
• People first - Prioritize development and well-being. Help people flourish and feel valued.
• Transparency builds trust - Communicate with candor, honesty, and respect.
• Strength through inclusion - Welcome all voices. What makes you unique makes us all strong.
• One team, one dream - Pride and passion for our mission. Work collaboratively and have fun.
  

👉 Why Cake Business Team?

Job Intro

We are seeking a driven and dynamic Customer Success talent to join our Business team and contribute to the growth of our HR SaaS business. If you're a creative thinker with a passion for problem-solving and delivering exceptional customer experiences, this role is for you. What we're looking for: 

• Creative thinker who is naturally investigative and curious, enjoys exploring options and innovating
• Gifted problem-solver and solution-finder
• Excellent communicator for synthesizing complex information and presenting it concisely
• Passionate about customer experience and customers in general
• Self-starter who is determined to lead change and make a real impact
• Effective coordinator who can lead teams from marketing, business, and tech backgrounds to get things done
• Must be result-oriented, and always focusing on measurably driving results to ensure we stay focused on the highest-impact initiatives

Responsibilities

• Meet or exceed goals for customer retention, satisfaction, and adaption;
• Develop churn indicators, plan and execute rescue strategy, and revamp customer care flow;
• Identify key customers and launch attraction marketing programs for customers and job seekers to increase talent and employer engagement and enhance Cake’s brand awareness;
• Work closely with the Cake Business team, aligning workflow among team members to execute on a plan and ensure accountability to meet or exceed goals while prioritizing and delivering outstanding customer experience.
• Collaborate closely with the Cake Marketing and Product teams, offering valuable customer insights to facilitate informed decision-making by the team.

Minimum Qualifications

• Bachelor’s degree in Business, Marketing, Data Analysis, or a related field.
• Proven ability to analyze data and use insights to inform decisions and strategies.
• Strong interpersonal and communication skills, both written and verbal.
• Demonstrated ability to manage multiple projects and prioritize tasks effectively.
• Experience working collaboratively with cross-functional teams, including marketing, sales, and technical teams.

Bonus Qualifications

• Experienced in digital marketing or data analytics.
• 1+ years of proven experience in Customer Success, Account Management, Project Management, or a similar role, preferably in a startup environment.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and analytics tools (e.g., Mixpanel, GA) or programming languages commonly used for data analysis (e.g., Python).
• Fluent English speaking ability.

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With the above said, we understand that no candidate is perfectly qualified for any job and believe that diversity of background and thought makes for better problem solving and creative thinking, which is why we're dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, passion for the work, personal drive for growth, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply even if your experience doesn't align perfectly to what is listed here.

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1. Online Logical Test
2. Initial Screening Call
3. Advanced Video Interview
4. Online/Onsite Final Group Interview

We Value Your Cover Letter

Please note that we prefer applicants who can demonstrate their uniqueness and the value they can bring to Cake in an English cover letter.

Please note down 3–5 points describing evidence of exceptional ability related to this role (and achievement on this or other fields if any) * Professional / Academic: e.g. Leading the production of XX courses / month, 2nd Place, National University Debating Championship; Increased 50% sales within 2 months after revamping the flow structure as the main contributor; Acquired 20 top-tier clients within a year and reached 20% market penetration in a specific area.