APAC Customer Care Director

🕒 June 28

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Own the customer care experience for the APAC region, serving as the senior point of contact for key customers and ensuring a high standard of responsiveness, partnership, and service delivery across the customer lifecycle. • Build and maintain strong, trusted relationships with senior customer stakeholders, acting as a strategic partner focused on long-term satisfaction, retention, and success. • Represent Global Customer Care in executive-level customer interactions, including QBRs, MBRs, and other strategic business reviews, delivering clear insights, service updates, and recommendations with confidence and credibility. • Act as a bridge between Customers, Global Customer Care, Customer Success, and Operations, influencing alignment across teams to ensure a coordinated, customer-centered approach to support, issue resolution, and service improvement. • Champion the voice of the customer internally, ensuring customer needs, feedback, priorities, and risks are understood, elevated appropriately, and translated into meaningful action across the business. • Oversee the health of APAC customer relationships by identifying trends, risks, service gaps, and opportunities early, and driving proactive actions to improve customer outcomes and protect the customer experience. • Lead the management of complex or sensitive customer issues, partnering with internal stakeholders to drive resolution, maintain customer confidence, and ensure appropriate follow-through and communication. • Identify and influence opportunities to improve service delivery, internal processes, and the overall customer experience, using customer insights and regional trends to help shape continuous improvement efforts. • Support the successful onboarding and continued engagement of APAC customers, ensuring they feel supported, informed, and positioned for long-term partnership with Global Customer Care. • Maintain accurate visibility into customer interactions, service activity, engagement updates, and relationship health, providing meaningful updates and insights to leadership and internal partners as needed. • Operate with a high degree of autonomy while remaining closely aligned with the Head of International Customer Experience, demonstrating sound judgment, initiative, and strong cross-functional partnership without the need for day-to-day direction.

🎯 Requirements

• Bachelor’s degree in business, communications, operations, or a related field preferred; equivalent professional experience will also be considered. • 8–10+ years of experience in customer care, customer success, account management, operations, or a related customer-facing function, with increasing scope, complexity, and responsibility. • Significant experience in customer-facing roles such as customer care, customer success, account management, operations, or a related environment, with a proven ability to manage strategic customer relationships and drive strong service outcomes. • Demonstrated success supporting customers within the APAC region, with a strong understanding of regional customer needs, stakeholder expectations, and service delivery dynamics. • Strong executive presence and the ability to engage, influence, and build credibility with senior internal and external stakeholders. • Excellent written, verbal, and presentation skills, with the ability to lead customer-facing discussions, present in QBRs and MBRs, and communicate clearly in both virtual and live environments. • Bilingual proficiency in English and Cantonese is required, with the ability to communicate effectively and professionally with customers and stakeholders in both languages. • Proven ability to influence and collaborate across cross-functional teams, including Customer Care, Customer Success, and Operations, without direct supervisory responsibility. • Strong customer advocacy skills, with the ability to translate customer feedback, business needs, and service trends into internal action and improvement opportunities. • Experience managing complex customer issues, service escalations, and sensitive situations with professionalism, urgency, and sound judgment. • Highly proactive and solutions-oriented, with strong analytical and problem-solving skills and the ability to identify risks and improvement opportunities before they escalate. • Experience using CRM systems and related tools to manage customer information, track engagement activity, and maintain visibility into customer health and service trends. • Strong organizational and prioritization skills, with the ability to manage multiple customers, stakeholders, and initiatives in a fast-paced, high-autonomy environment. • A collaborative, customer-centered, and results-oriented approach, with a strong commitment to long-term relationship building, service excellence, and continuous improvement. • Experience managing or owning strategic customer relationships within the APAC region and serving as a trusted partner to senior customer stakeholders. • Demonstrated experience working across cross-functional teams to resolve complex customer issues, improve service delivery, and drive customer-focused outcomes. • Experience leading customer business reviews, presenting service insights, and representing the organization in customer-facing meetings and discussions. • Bilingual fluency in English and Cantonese, including the ability to lead customer conversations, business reviews, and issue resolution discussions in both languages, is required. • Experience using CRM platforms, Microsoft Office applications, and collaboration tools such as Microsoft Teams to manage customer engagement and communication effectively.

🏖️ Benefits

• Competitive Salary Package • Remote work set up • Employee Impact Groups FA Cares volunteer opportunities • Mentorship Advantage Program • SOAR, award-winning manager development program