Customer Support Specialist (Centric Planning & Pricing), APAC

About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Job Title: Customer Support Specialist
Location: Shanghai, China
About The Role
We are seeking a Customer Support Representative to join our team and serve as the main point of contact for customers seeking assistance with our AI-based Planning & Pricing SaaS platform. In this role, you will troubleshoot issues, provide solutions, and ensure an excellent customer experience. You will collaborate closely with technical teams to resolve complex problems while maintaining a customer-first approach.
About The Team
Centric is aggressively penetrating the fashion/sports, beauty, and home markets with solutions in Product Lifecycle Management, Product Experience Management, Market Intelligence & Trends, as well as Planning & Pricing.
The Centric Planning & Pricing Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based pre- & in-season planning & pricing solutions in the industry. Our platform supports business-critical processes, such as assortment planning, allocation & replenishment, and price optimization, ensuring our customers maximize revenue, margin and efficiency.
This team requires a real sense of initiative and autonomy to deal with everyday situations. The ability to deal with customers and handle customer situations will be key.
Responsibilities
Customer Support Operations:
Respond to customer inquiries via ticket, email, chat, or calls in a timely and professional manner.
Provide accurate, step-by-step solutions to common problems, ensuring customers feel supported and informed.
Issue resolution:
Troubleshoot software-related issues and escalate complex problems to the appropriate teams (e.g., professional service, customer success, product support, dev ops).
Monitor and follow up on escalated tickets to ensure timely resolution.
Knowledge sharing:
Educate customers on product features, best practices, and workflows to maximize their experience.
Maintain and update the internal knowledge base and external help center documentation.
Customer experience:
Act as a customer advocate, ensuring that feedback and recurring issues are communicated to the product and success teams.
Deliver exceptional service, aiming to exceed customer satisfaction goals.
Performance metrics:
Meet or exceed key performance indicators (KPIs) such as # of tickets created, first response time, resolution time, and customer satisfaction (CSAT) scores.
What You Bring
Experience & Education:
1-2 years in a customer support, service desk, or help desk role, preferably within a SaaS or tech environment.
Bachelor’s degree in computer science, business, IT, or a related field (or equivalent experience).
Skills:
Excellent communication and problem-solving skills.
Technical aptitude and ability to learn new software quickly.
Cloud Solutions, Data Integration, Business Intelligence, Supply Chain
Ability to work in teams and 100% remote
Familiarity with customer support tools (e.g., Zendesk, Jira, or Salesforce).
Attributes:
Patient, empathetic, and customer-focused.
Strong organizational skills and attention to detail.
Languages:
Software: SQL is a must, Python, JavaScript is a plus
English is a must
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.