Customer Experience Executive

We are looking for a Customer Experience Executive (User Operations) to support and enhance the customer journey across CHAGEE’s digital platforms and retail touch points. This is a 12-month contract, entry-level role suited to someone who is detail-oriented, eager to learn and passionate about improving customer experiences. You will work closely with our Customer Service, Store Operations and IT teams to investigate customer issues, coordinate resolutions and ensure that support processes run smoothly from end to end. The role involves managing cases that require further investigation, backend system checks or cross-functional coordination. You will also maintain FAQs and knowledge base content to support consistent and efficient case handling, identify recurring customer pain points and contribute to improvements across our digital platforms, operational processes and customer support workflows. Key Responsibilities Customer Case Management Manage escalated customer cases that require backend checks and further investigation. Investigate issues relating to accounts, orders, payments, refunds, vouchers, promotions, rewards, membership benefits, pickup and delivery. Identify the root cause, determine the appropriate resolution, and coordinate with relevant teams to ensure timely case closure. System and Technical Coordination Gather the necessary information and evidence for potential system issues, including screenshots, transaction details and steps to reproduce the issue. Coordinate with IT and external technology partners to investigate and resolve reported bugs or issues. Support user acceptance testing (UAT) and the verification of system fixes, platform enhancements and new digital features. Platform Operations Support the setup and testing of promotions, vouchers and rewards across relevant platforms. Identify potential customer experience risks, system limitations or unclear mechanics before launch. Process Improvement and Knowledge Management Maintain FAQs, troubleshooting guides, escalation workflows and knowledge base content. Document common issues and improve processes to help the Customer Service team resolve more cases independently. Track case trends, identify recurring customer pain points and recommend improvements to customer communications, digital journeys and operational workflows. Explore AI and automation tools to streamline repetitive tasks and improve operational efficiency. Requirements Able to commit to a 12-month contract. Open to candidates from all educational backgrounds, including ITE, Polytechnic and university graduates. Comfortable navigating app- and web-based platforms. Able to manage multiple priorities with strong attention to detail in a fast-paced environment. Proficiency in both English and Chinese is an advantage, as the role may involve supporting customers and coordinating with stakeholders across both languages. Proactive in leveraging tools (including AI-driven solutions) to improve workflow efficiency and productivity. Experience in the FMCG or F&B industry in an ecommerce or digital operations capacity is a plus. A CHAGEE fan is a bonus!