Legitmark

Customer Experience & Operations Specialist (APAC)

Customer Experience / Operations – Remote (APAC)

About the role

In this role, you'll:

• Review and process authentication items in our internal workflows for the APAC queue, keeping quality and turnaround times high
• Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution
• Support APAC customers externally across email and other channels — submissions, results, account questions, and issue follow-ups
• Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation
• Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the APAC market
• Help maintain and refine ops playbooks, queues, and handoff standards as volume grows
• Flag recurring friction (photo quality, SLA misses, unclear policies) and propose practical fixes

Your first 45 days

• Day 14: Fluent in the queue. You're processing items confidently, handling common escalations, and responding to customers with Legitmark's voice and standards.
• Day 30: Closing the loop. You're owning escalations end-to-end with minimal handholding, and customers and internal partners trust you to drive resolution.
• Day 45: Raising the bar. You've identified at least one recurring ops or CX pain point and shipped a clearer process, template, or handoff that reduces repeat work.

We're looking for someone with:

• 2+ years in customer support, customer experience, operations, or a similar high-volume service role
• Strong written communication in English — clear, calm, and precise with both customers and internal teammates
• Comfort working across internal tools and queues while context-switching to live customer issues
• Sound judgment on prioritization, escalations, and when to pull in specialists
• A bias toward documentation and process improvement, not just ticket-by-ticket firefighting
• Ability to work asynchronously and stay organized across multiple open threads
• Based in APAC (or authorized to work remotely from APAC) and comfortable covering APAC business hours
• Comfort with ambiguity and a bias toward action

Nice to have:

• Background in resale, marketplaces, luxury goods, sneakers, or trust-and-safety / authentication
• Experience with helpdesk or CRM tools (Intercom, Zendesk, HubSpot, or similar)
• Familiarity with Slack-based ops workflows and lightweight ticketing / queue systems
• Fluency in Mandarin Chinese or other APAC languages for supporting a regional customer base

About Legitmark