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Client Support Analyst, APAC

  • Application Deadline: May 31, 2019
  • Shanghai

Client Support Analyst - 客户支持分析师 - クライアント サポート アナリスト
Enjoy helping others and have an interest in social media and online news?
Meltwater is looking for individuals like you to join our Asia Pacific Support team based in our Shanghai office. With Meltwater’s culture and dynamic environment, this is the perfect opportunity to develop your communication and consulting skills while working for a fast-paced company that focuses on employee progression and culture. You'll be working with international colleagues and businesses from all over APAC, from Australia, Japan, Singapore and China.

This role is tailored for individuals with international experiences and can confidently write in English as well as Chinese or Japanese. You'll be joining a team of young professionals who share the goal of providing excellent client experiences for all via our high standards and focus.

What you will be doing...

The Client Support Representative role is the entry-level position within our International Program under our Client Experience division. It is a business-to-business support role which involves representing the Meltwater services to existing clients across Asia Pacific.

  • You’ll deliver excellent customer service and help our customers across Asia Pacific through our online communication channels
  • Troubleshooting and consult on Meltwater's best practices to existing client's queries
  • Become a product knowledge expert on our SaaS platforms.
  • Serve as a liaison between our technical team and account management team.
  • Collaborate with your team to achieve your collective and individual monthly and quarterly goals.
  • Participate in team culture!

Within this role you’ll be directly communicating with our international clients who are typically in the Public Relations, Communications or Marketing Departments. Meltwater isn’t a service that is used by just one industry, so you will get exposure to companies and organizations of all shapes and sizes, helping you expand your business acumen all the time. You'll be working with clients from across Asia-Pacific, including Australia, Singapore, Japan, New Zealand and Greater China.

We will facilitate your professional growth, you’ll receive extensive training and the opportunity to take on more responsibilities once you are ready for them. We only promote from within, and with offices in so many cities, the abilities to advance your career are unlimited.

The ideal fit for this role would be entrepreneurial, ambitious and driven, just like anyone working here! The kind of person that is successful with Meltwater cares about customers, hardworking, intelligent, and well rounded. An analytical and problem-solving mindset will go a long way when communicating directly with clients and understanding their needs. We are inspired by people who are self-motivated and hold themselves to a high standard, have a good sense of humor, and a willingness to succeed.

Work with great people

Isaac Zhang
Managing Director, Client Success, Shanghai
"Joined CA Shanghai in 2014, promoted to be MD in 2016 - one of the quickest ever MD promotions in APAC. He likes collaborative, fun and energetic team that everyone gives 120% effort day in day out."
Joey Lee
Managing Director, Client Acquisition, Hong Kong
"Joined as Summer Intern in 2014 and promoted as MD in 2017. The accelerated career path here allows him to grow fast and dream big. "
Chloe Wei
Managing Director, Client Success, Beijing
"The first ever Mainland CS hire, joined in 2012 and promoted as CS Beijing MD in 2017. She launched the new CS efforts in Beijing and keep raising our bar higher to succeed in China market!"
Zoe Wang
Managing Director, Client Acquisition, Beijing
"Joined us in 2016 after graduated from University of Edinburgh. She promoted to MD in just 2 years and is currently leading a fast growing team that is looking for entrepreneur partners."

Skills & Requirements

We would love to see

  • At least 1 year of Customer service experience
  • Fluent English or business English skills
  • Business level Chinese (Simplified or Traditional) and Japanese
  • Tech savvy
  • Clear communication and writing style
  • Welcoming to change and high volume environment


  • 至少一年的客户服务经验
  • 流利的英文沟通或商务英文技能
  • 流利的商务中文(简体或繁体)以及日文
  • 热爱技术,愿意成为软件技术专家
  • 清晰的沟通与书写风格
  • 愿意接触变化和高需求的坏境


  • 1年以上のカスタマーサービス経験
  • 流暢な英語、或いはビジネスレベルの英語
  • ビジネスレベルの中国語と日本語
  • ハイテックの専門家になりたい
  • クリアなコミュニケーションと書き方
  • 変化と需要が多い環境で働きたい

You will get bonus points for

  • Ambitious internships or relevant professional experience
  • Familiarity with public relations, communications or marketing
  • International experience (academic, personal or professional)

Great Place to Work

  • Competitive, comprehensive remuneration package

  • Gym Allowance with other cultural team activities

  • Global Business travel life insurance

  • Well stocked kitchens

  • Global meeting at cool destination

  • Overseas management training and conference

  • 20 paid holidays

  • Comprehensive Medical insurance for you

  • Fun and international working environment

  • Personal Laptop

  • Work visa is available

About the company

Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. With over 2000 employees and 55 offices across America, Asia Pacific, Europe, Middle East & Africa, we help over 30,000 companies globally to make better, more informed decisions based on insights from the outside. We are dedicated to provide our global products with local insight.

We have won several Top Employer awards worldwide and most recently been accredited as “Asia's Best Multinational Workplaces 2018”, “Best Companies to Work For in Hong Kong 2018”, “Best Companies to Work For in Greater China 2018” by Great Place to Work™. We're looking for exceptional candidates to contribute to our exponential growth in Greater China.

We also operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs.

Our Culture

Our culture is based on a fundamental belief in people and the potential they possess.

  • We create a fun, ambitious, collaborative and international working environment where everyone is driven by a growth mindset
  • We are proud of our entrepreneurial spirit - we organically built our business by developing our own leadership and nurturing talent
  • We celebrate our victories but don’t rest on old laurels —whether in reaching personal goals or corporate milestones.

Check out our career site to learn more - https://www.meltwatercncareer.com

Laura Rowland | Hiring Manager

I'm interested
Meltwater Greater China

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