We are hiring

Job purpose

Responsible for providing proactive and progressive leadership on customer initiatives and engagements, resulting in significant contributions to igloocompany brand, organizational growth and profitability through increased customer satisfaction, successes, loyalty, innovation and revenues.

Responsibilities

• Lead best-in-class customer service(CS) initiatives across the organization through review of total customer journey across all touchpoints (Website, Checkout & Payment, Customer Inquiries, Technical Support, Field services)

• In Singapore, to own the installation and service run processes to make sure that customers are satisfied with the on-site services provided from our own in-house installers, external locksmiths and contractors

• Work with sales team to manage the relationship with distributors and enterprise customers, onboarding them for the different after sales processes

• Work effectively with cross functional teams in Product/R&D, BD, Marketing, Finance, and Operation for process and product improvements, knowledge building, incident engagement, new product or feature readiness and feedback

• Develop CS operational plans, procedures, and policies for the functional areas of responsibility ensuring SLAs, OKRs, KPIs, RMA, etc. are met or exceeded

• Strategically lead and develop a remote customer service team based in the Philippines by setting clear KPIs/OKRs and measuring against these on a regular basis to manage team performance

• Use customer insights and analytics to identify product, process or company-wide improvements. Preparing these reports on a monthly/quarterly basis for business reviews and sharing

• Be responsible for the CS team structure and tasks, new product or updates training, recruitment, performance management/reviews, team building and succession planning

• Drive the global customer service strategy for the different lines of business / customers of igloocompany to ensure cross functional integration, management, planning and execution are done successfully

• Own the architecture of the CS infrastructure and tools (CRM and other CS Tools)

• Work with the Product and Creative team to ensure that the knowledgebase for both internal and external use are up-to-date

• Be the highest point of escalation for all critical issues and ensuring that the necessary teams are activated for issue containment/resolution as well as service recovery

• Review industry best practices and benchmarks to ensure igloocompany CS is always efficient in their setup and operation efficiency

• Fostering a positive work environment, a customer-first mindset and promoting frequent communication among all team members

Continuous Improvement:

• Ensure the CS team is continuously trained and capable of supporting all our products in all lines of businesses and platforms

• Identify new tools and technologies to better serve the customers

• Continually develop improvement plans and lead change projects

Requirements

• 5+ years of experience in working and managing customer support and service management teams

• Competent in one or more ticketing systems; Freshworks or Salesforce preferred

• Proven capability of delivering on departmental goals and key metrics

• Bachelor's degree in Psychology, IT or Business related field preferred

• Strong skills in managing people and business relationships, knowledge in organizational design and planning, problem solving, managing individual/team productivity and dynamics, excellent in communication, negotiation and influencing cross-functional teams

• Excellent written, verbal and listening communication skills

Working conditions

• Able to work flexible working hours including nights and weekends, as required

• May require overseas travel at times

What we can offer you

• Challenging work in a fun and collaborative environment

• Spacious open-concept and conveniently located office

• Team lunches and company events

• Multicultural teams represented by 15+ nationalities

• Comprehensive corporate insurance and dental benefit

• Exclusive staff discounts for company products

• Flexible working arrangements and casual work setting

Job purpose

As the digital marketing specialist within the team, you will be responsible for the success of online and integrated marketing campaigns, as well as optimizing web performance through good SEO practices and content. The primary focus will be on Social Media (organic and paid), Digital Ads, Google Analytics and SEM - Google keywords/Ads.

Responsibilities

• Oversee and develop social media plan (organic and paid) to support business objectives

• Oversee digital ads campaigns (SM, google keywords, google ads, programmatic, Youtube) and KOLs with agency to ensure campaign goals are met

• Track, analyze and report website analytics. Coordinate with inhouse developers on migration to GA4 and mapping of events

• Content creation to optimize campaigns effectiveness and outreach

• Online and Apps Review Monitoring and Management

• Any other duties assigned by Associate Director, Marketing

Requirements

• Minimum 5 years of work experience in Social Media management, digital ads performance and strategy, and website management

• Good understanding of Google keywords and Adwords

• Google Analytics knowledge, with a GAIQ will be an advantage

• Highly analytical and data-driven, with the ability to relate reasons behind what the numbers show.

• Have a good understanding of the marketing funnel

• Good command of English, both spoken and written

What we can offer you

• Challenging work in a fun and collaborative environment

• Spacious open-concept and conveniently located office

• Team lunches and company events

• Multicultural teams represented by 15+ nationalities

• Comprehensive corporate insurance and dental benefit

• Exclusive staff discounts for company products

• Flexible working arrangements and casual work setting

Job purpose

igloocompany is on a growth path in our international expansion to bring our keyless access solutions to consumers and businesses around the world. We are breaking new grounds with our technology, and we are doing so with a team of highly diverse, talented and motivated igloohomies across 9 offices globally.

We are looking for a highly motivated and talented Business Development Executive to join our team. You will work closely with ASEAN regional team members to manage and onboard leads and key accounts. You will liaise with ops/logistics team for sales operations and play a crucial role to drive company revenue by converting enterprise leads and retaining clients.

Responsibilities

• Assisting ASEAN regional team members to manage and onboard leads and key accounts

• Monitoring key sales and inventory and also coordinating and ensuring accuracy of sales forecasts to drive strategic and tactical business decisions

• Familiarizing yourself with all products and services offered by our company.

• Communicating with clients to understand their needs, offer solutions to their problems and implement necessary changes.

• Maintaining meaningful relationships with existing clients to ensure that they are retained.

• Working with internal teams to help align offerings with the needs of clients

Requirements

• BD related field/Accounts management with min 2 years experience

• Strong communication and interpersonal skills for building meaningful relationships with clients

• Extensive knowledge of productivity tools and software

• Advanced decision-making and problem-solving skills

• Ability to work independently

What we can offer you

• Challenging work in a fun and collaborative environment

• Spacious open-concept and conveniently located office

• Team lunches and company events

• Multicultural teams represented by 15+ nationalities

• Comprehensive corporate insurance and dental benefit

• Exclusive staff discounts for company products

• Flexible working arrangements and casual work setting

Job purpose

igloocompany is seeking a highly motivated, detail-oriented, and customer-focused professional to join the team. The Sales and Business Administrator provides operational and strategic support to a lean and ambitious sales team. The Sales and Business Administrator is an integral partner to the Sales team and consistently ensures operational excellence and efficiency.

The Sales and Business Administrator will be a key player in the field sales team’s success and ensuring smooth business operations. Not only will this role be a “point person” for our Sales team, but the perfect candidate will also be constantly looking for new opportunities to create more efficient processes and procedures.

We currently have an opening for a Sales and Business Administrator to join our lean and fast-growing team in Austin, Texas. We’re seeking a highly motivated individual with a minimum of 2-years of experience in Sales Administration.

Duties and responsibilities

Sales Administration

• Receive and process purchase orders via Salesforce

• Issue sales invoices and assist in collection of payments

• Verify orders, including customers' personal information and payment details

• Contact customers by phone or email to answer queries and obtain missing information

• Compile weekly, monthly, and quarterly sales reports

• Execute and expedite customer orders

• Assist Regional Sales Managers in managing accurate data/information on Salesforce

Business Administration

• Manage business scorecard reporting with stakeholders

• Perform relevant market research tasks alongside Product and Sales teams

• Prepare inventory forecasts based on sales pipeline

• Support backend inventory management and assist in managing 3PL vendors

• Support travel bookings for Regional Sales Managers

• Execute admin functions and collaborate with Global HR team on team policies

Requirements

• 2+ years of relevant work experience in a sales or customer service environment

• Technical aptitude and experience with Salesforce, and Google Suite applications is strongly preferred

• Excellent written and verbal communication skills

• Strong attention to detail

• Familiarity with sales cycles and environments.

• High self-motivation, responsibility, and flexibility to achieve results

• Organized and able to multi-task in a fast-paced environment

• Excellent problem-solving and people skills.

Working conditions

Work remotely, preferably residing in Austin, Texas

What we can offer you

• Challenging work in a fun and collaborative environment

• Multicultural teams represented by 15+ nationalities

• Flexible working arrangements and casual work setting

• Corporate insurance benefits

• Equity compensation

Job purpose

We are looking for a Regional Sales Manager - Eastern US to join our team who is responsible for the sale and market share of our products in a specified region or major geographical area and provides ongoing support to a product distribution channel. You will be focusing on sales revenue and market share growth goals in the Eastern US in alignment with strategic objectives of igloocompany. This role will be responsible for managing business and carrying themselves with enthusiasm and passion for igloocompany’s purpose, mission, and values.

Reporting to the VP of Sales, the position also exists to drive channel sales, build market share, and increase brand awareness while driving sales in long-term relationships with direct and distribution accounts within the Eastern US.

Responsibilities

• Achieve Annual Operating Plan for the Region - 4 Quarter Approach

• Identify, plan, and implement a regional territory plan that delivers revenue growth, market share growth and strong customer service for the assigned region/territory.

• Manage the full sales cycle including leads generation, qualifying business opportunities, creating and delivering sales presentations, creating sales proposals, negotiating sales, and closing the deal.

• Plans and activities performed include but are not limited to initiating and maintaining regular contact with existing and prospective customers, accounts, and partners.

• Utilize CRM to input, track, and provide regular reports on customer interaction, data related to activities with accounts and partners to develop accurate pipelines and forecasts.

• Professionally represent igloocompany via direct, face-to-face customer contact in a sales capacity – requires ~50% travel.

• Participate in industry and trade association events as the company liaison/ambassador.

• Assist with troubleshooting customer relation issues, working with Customer Success to recommend solutions.

• Provide product support feedback to product development and engineering teams

• Stay within budgeted expense plan, provide accurate and timely expense reporting.

• Provide accurate and timely sales and market development reports to management for review and sharing.

Requirements

• A demonstrated track record in sales with minimum three (3) years of regional sales experience

• Market knowledge in the door hardware and smart lock space is preferred. Experience in property management and infrastructure is another plus point

• Public speaking and strong communication skills

• Excellent in negotiation and listening skills

• Critical thinking skill is essential

• Sales planning with goals mindset

• Strong customer service ability and build strong relationships with customers & partners.

Working conditions

• Willingness to travel up to 50% in the USA

• Work remotely, preferably residing along the East Coast region. From Florida to New York is preferred.

What we can offer you

• Challenging work in a fun and collaborative environment

• Multicultural teams represented by 15+ nationalities

• Flexible working arrangements and casual work setting

• Equity compensation

Job purpose

We are looking for a talented QA Automation Engineer to join our team. The candidate that will succeed in this position will be able to automate tests within complex projects to ensure product quality.

Responsibilities

• Involve in QA and testing across the web and mobile applications.

• Analyze, identity, prepare and execute test cases throughout the software lifecycle.

• Perform all aspects of application testing including functional, Regression, Compatibility, User Interface, Negative and Exploratory testing.

• Work with all members of the project team to develop tests and provide test results

• Ability to document and troubleshoot errors

• Updating Project Manager / Test Lead regularly about the progress of testing activities.

Requirements

• Degree or Postgraduate holder with Major in Information Technology, Computer Science, or other similar focus, and a cumulative GPA of 3.5 and above.

• Previous experience working as a QA automation engineer

• Experience in developing automated test cases in at least one programming language

• Strong knowledge of software QA methodologies, tools and processes

• Experience in writing clear, concise, and comprehensive test plans and test cases

What we can offer you

• Challenging work in a fun and collaborative environment

• Open-concept office space

• Multicultural teams represented by 15+ nationalities

• Flexible working arrangements and casual work setting

Job purpose

We are looking for a talented and self-motivated QA Analyst to be part of our global agile team. The QA Analyst will work closely with the engineering team to design and execute the test strategies focused on the quality delivered to our customers.

Duties and Responsibilities

• Involve in QA and testing across the web and mobile applications.

• Analyse, identify, prepare and execute test cases throughout the software lifecycle.

• Perform all aspects of application testing including functional, Regression, Compatibility, User Interface, Negative and Exploratory testing.

• Work with all members of the project team to develop tests and provide test results

• Ability to document and troubleshoot errors

• Updating Project Manager / Test Lead regularly about the progress of testing activities.

Requirements/Qualifications

• Bachelor’s degree in Computer Science/Computer Engineering/Software Engineering or related field

• Strong knowledge of software QA methodologies, tools, and processes

• General knowledge of mobile and/or web technologies

• Knowledge of Agile/Scrum methodologies

• Excellent analytical and problem-solving skills

• Excellent communication skills in English

• Experience in writing clear, concise, and comprehensive test plans and test cases

Working Condition

Work on a full-time basis in the Bali office.

Job purpose

We are currently looking for an experienced Security Engineer to build our next generation of products. Our long-term goal is to build an ecosystem of access control products that interoperate with each other. Our roadmap includes products like digital padlocks, access control panels, gateways, and security cameras amongst others. You will be part of a team responsible for designing solutions for all of these products, such that they work with one another. You will work with hardware and software engineers to design products that are resistant to attacks. You must consider various angles in your designs, covering server-side all the way to electronics-level security.

Responsibilities

• Work with software, firmware and hardware engineers to design safe protocols, taking into consideration the impact on user experience

• Write, update, and maintain security design documents

• Provide security expertise and guidance to various engineering teams

• Source and manage third-party security teams to conduct audits on new and existing system designs 

Requirements

• Degree/Masters in Computer Science, Computer Engineering or related field

• 5+ years experience in security

• Familiarity with security standards

• Experience with attacks and mitigation methods

• Experience working in cross-functional teams

• Able to communicate clearly, both in writing and verbally

• Experience with designing and writing specifications for protocols

• Good general CS theory

• Coding experience in C/C++

Preferred qualifications

• Experience with hardware security

• Experience designing products that have passed security certifications

• Experience with pen testing

• Proficient in both English and Mandarin

• Holds any active security-related certification

What we can offer you

• Challenging work in a fun and collaborative environment

• Spacious open-concept and conveniently located office

• Team lunches and company events

• Multicultural teams represented by 15+ nationalities

• Comprehensive corporate insurance and dental benefit

• Exclusive staff discounts for company products

• Flexible working arrangements and casual work setting

Job purpose

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities

• Manage incoming calls, emails or chat depending the LOB igloohome assigns

• Handle customer complaints, provide accurate, valid and complete resolution within the time limits; follow up to ensure resolution;

• Build sustainable relationships and trust with customer accounts through open and interactive communication;

• Take the extra mile to provide customer satisfaction

• Keep records of customer interactions, process customer accounts and file documents on igloohome-approved platforms;

• Follow communication procedures, guidelines and policies

Requirements

• Strong communication skills

• Strong command in written and spoken English

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Ability to multi-task, prioritize, and manage time effectively

• Flexibility with a full-time schedule, including shift assignments on weekends/evenings;

• At least 3 years of experience in customer services, such as calls, ticket, and chat handling

• Recent 1 or more years of relevant experience with BPO

• Polytechnic/ITE/2 years in college

What we can offer you

• Up to 18k signing bonus for new hires

• Challenging work in a fun and collaborative environment

• Multicultural teams represented by 15+ nationalities

• Corporate insurance allowance

• Flexible working arrangements and casual work setting