Customer Success - Upgrade (HongKong)

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments:

1. Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign.  We are the market leaders in Singapore with ~5% market share of all new business incorporations
2. Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service
3. FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK.  We have around 450 staff with an intact startup mindset. 

We have achieved >70% compound annual growth in Revenue over the last 5 years and as a result have been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia. Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.

We are looking for a Customer Success - Upgrade that is excited about the below Mission and Outcomes over the next 6-12 months.

Mission: 

The main mission is to help Sleek achieve its revenue target by increasing revenues from our existing client’s base. We are looking for a customer focused, data driven and disciplined customer success person to join the team!

Outcomes: 

1. Reaching and even surpassing cash sales targets on a monthly basis.
2. Have a disciple pipeline management and working methodology.
3. Based on data, being able to suggest process improvements and raising our overcall cash collections in the long run.
4. Engage with operation and support teams to provide the best solutions to our clients.
5. Minimise churn rate and address clients dissatisfaction and concerns.

To do this, you will have a minimum of 3 years experience as Sales or Customer Success and you will most likely be located in Hong Kong.

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:

Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.

Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.

Data driven: We are a data rich business with ~15,000 small customers.  Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives.

Excellent listener and clear communicator: We have a variety of nationalities at Sleek but also within our client base and for many of them, English isn’t their first language.  For you to excel, you’ll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in and outside the business.

Collaboration-Driven: You thrive in a cross-functional team environment, working closely with other customer success departments, Accounting/Audit team and other tech teams to ensure alignment on requirements and testing goals.

Autonomous/ Entrepreneurial: Things move fast at Sleek and we want the candidates to proactively seek out and own solutions without waiting for their manager to ask them.  We want the candidate to have the confidence to execute solutions on their own and the experience to know when to ask questions. 

Disciplined: You are familiar with CRM and you take the time to track each discussion with clients with the correct status. You have the habit to revisit your pipeline and to prioritize your approach in line with your targets. 

Customer Focused: You always keep the client’s interest at heart, and make your best efforts for the client to feel valued. In case of disagreement, you are capable of explaining the situation in an objective way and to work out the best solution for the client and Sleek.

Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment. 

Flexibility: You’ll be able to work from home up to 4  days per week. If you need to start early or start late to cater to your family or other needs, we don’t mind, so long as you get your work done and proactively communicate. You can also work fully remote from anywhere in the world for 1 month each year

Financial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. [Additionally, you’ll be able to access our HKD$7,000 pa flexi benefits scheme for home office equipment or health and fitness expenditure].  Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region.

Personal growth: You’ll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so you’ll be making decisions, making mistakes and learning. There’s also a range of internal and external facing training programmes we run. We’re also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave Sleek, you leave as a more well-rounded person and professional.

Sleek is also a proudly certified B Corp.  Since we started our journey in 2017, we’ve been committed to building Sleek as a force for good. In just over 5 years, we’ve joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G who are building an inclusive, equitable, and a regenerative economy. We have planted over 29,271 trees to reforest our ecosystem and saved 7 tons of paper from landfills by processing over 1.4M pages through SleekSign. We aim to be Carbon Neutral by 2030.