Senior Client Support Executive

Link4 is a global eInvoicing and procuretopay automation company helping customers and partners globally to achieve efficiency and compliance through seamless e-Invoicing solutions. We are now seeking a Senior Client Support Executive to lead client support initiatives ensure service excellence and mentor junior team members in delivering top-tier customer experiences.

About the Role

• Act as the primary escalation lead for highvalue and complex customer incidents ensuring SLAs and timely resolution.
  

• Diagnose and resolve technical issues involving integrations (APIs EDI ERP connectors) configuration and dataformat errors; coordinate with engineering for rootcause fixes.
  

• Maintain and improve customer success materials: KB articles product guide and canned responses to increase First Contact Resolution (FCR).
  

• Analyze recurring issues and provide insights to improve system performance and client experience.
  

• Prepare periodic reports on client satisfaction issue trends and team performance.
  

• Assist in refining internal processes and documentation for support operations.
  

• Handle escalated client issues with professionalism and efficiency.
  

• Monitor and guide the daily activities of the support team ensuring timely response and quality service.
  

• Conduct advanced troubleshooting and coordinate with technical and product teams to resolve complex issues.
  

• Maintain detailed records of client interactions incidents and resolutions within ZohoDesk.
  

• Monitor support KPIs and SLAs (response time resolution time FCR reopen rate); produce weekly/monthly reports and highlight trends to leadership.
  

Requirements

• 4 years experience in technical client support customer success or service delivery for SaaS/enterprise software (senior level).
  

• Strong technical troubleshooting skills: experience with REST APIs webhooks JSON/XML payloads and common integration patterns. Familiarity with ERP integrations (Dynamics 365 NetSuite SAP) is a strong advantage.
  

• Proven experience managing escalations and complex multistakeholder incidents to resolution.
  

• Excellent written and verbal English communication; experience dealing with international customers across APAC/EU time zones.
  

• Strong customerfacing skills: empathy commercial awareness and an ability to influence without direct authority.
  

• Metricsdriven: comfortable working with SLAs dashboards and support KPIs.
  

• Tools experience: ticketing systems (Zoho Desk and Jira are preferred) Postman or similar SQL or ability to read query outputs and standard collaboration tools (Slack/MS Teams Confluence).
  

• Ability to work flexible hours to overlap APAC/EMEA time zones when required.
  

• Speaking Tagalog or Thai is highly regarded.
  

Desirable qualifications

• Degree in IT Business Information Systems or related field (or equivalent professional experience).
  

• Certifications in ITIL customer success or relevant technical certifications (preferred).
  

• Prior experience in tax/regulatory compliance or einvoicing systems (preferred).
  

Benefits

• Competitive remuneration based on experience and performance.
  

• Continuous learning and professional development programs.
  

• Inclusive and collaborative work environment that values innovation.
  

• Hybrid work model with flexibility (minimum 3 days onsite per week).
  

How to Apply