Job Description
APAC CUSTOMER CARE DIRECTOR
We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
About First Advantage
First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.
Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.
What You'll Do
A successful APAC CUSTOMER CARE DIRECTOR is responsible for leading the customer care experience across the APAC region. This position serves as the senior point of contact for key customers and as a strategic bridge between Customers, Global Customer Care, Customer Success, and Operations to ensure a seamless, responsive, and high-quality customer experience. The role is accountable for strengthening customer relationships, representing Global Customer Care in executive-level customer interactions, resolving complex issues, and using customer insights to influence service delivery and continuous improvement. Bilingual fluency in English and Cantonese is required to effectively support customers and stakeholders across the region.
Reporting to the Head of International Customer Experience, this role owns customer engagement across APAC with a high degree of autonomy and is expected to influence internal partners, build credibility with senior stakeholders, and drive long-term customer satisfaction and regional service outcomes. The ideal candidate brings strong executive presence, sound judgment, strategic relationship management capability, and a proactive approach to identifying risks, resolving issues, and shaping an exceptional customer experience.
Responsibilities:
- Regional Customer Ownership- 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.
- Strategic Relationship Management- Build and maintain strong, trusted relationships with senior customer stakeholders, acting as a strategic partner focused on long-term satisfaction, retention, and success.
- Executive Customer Representation- 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.
- Cross-Functional Leadership & Influence- 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.
- Customer Advocacy- 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.
- Customer Health & Risk Oversight- 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.
- Issue Escalation Leadership- 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.
- Operational & Experience Improvement- 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.
- Onboarding & Engagement Leadership- 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.
- Visibility, Reporting & Insight- 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.
- Independent Leadership- 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.
What You Will Need to be Successful:
- 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.
What You May Need to be Successful:
- 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.
Working Environment:
- For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
- Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hardwired to a router (We provide equipment).
- All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
- This role routinely uses standard office equipment such as a computer, keyboard, and phone.
Travel Requirements:
- Travel & Stakeholder Engagement – Travel will be required for both internal and external customer meetings, approximately 1–2 trips per quarter.
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
- Employee Impact Groups
- FA Cares volunteer opportunities
- Mentorship Advantage Program
- SOAR, award-winning manager development program
Additional benefits offered include:
- Competitive Salary Package
- Remote work set up
What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
------------------------
We have great people here and are looking for more. Come join us!
Follow us:
Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
