Customer Success Executive (Weekend & US hours, Remote)

IM8 is a next-generation health and longevity brand co-founded by David Beckham and Prenetics (NASDAQ: PRE), on a mission to make world-class nutritional science accessible to everyone. Launched in late 2024, IM8 grew Q1 2026 revenue nearly 6x year-over-year to $33.8M, and the company has raised full-year 2026 IM8 revenue guidance to $190M–$210M. Over 60% of revenue is generated outside the US. We ship to 43 countries, and our athlete partner roster includes David Beckham, Giannis Antetokounmpo, Aryna Sabalenka, Ollie Bearman, and Inter Miami CF.

We are built on science, not story — our flagship Daily Ultimate Essentials carries 90 active ingredients, we run randomized controlled trials on our products, and we hold a clinical-grade standard in a category notorious for shortcuts.

Our business is subscription at its core. Every basis point of NRR we add compounds — into LTV, into payback, into the ability to outspend everyone else on acquisition. Retention isn't a department at IM8. It is the model.

Position Overview

We are looking for a Customer Success Executive to be the front line of our consumer brands — converting pre-sales inquiries into customers and supporting existing customers across chat and email. You will blend a sales-driven, conversion mindset with genuine, patient customer care, acting as the customer's advocate and feeding real insight back to the team. This role interacts with Chinese-speaking clients and thrives in a fast-moving, startup environment.

Key Responsibilities

- Identify customer needs and offer clear explanations of product offerings, personalized suggestions, and value propositions to convert prospects into customers.

- Actively follow up on pre-sales inquiries, with a focus on building rapport and turning leads into customers through engaging conversations and appropriate product recommendations.

- Help our customers out by understanding their issues, verifying their validity, and providing the best possible solution according to the company's guidelines.

- Ensure that your product knowledge is up-to-date by following announcements closely and staying organized.

- Be the customer's advocate and help shape product improvement by disseminating customer feedback or identifying the core issues across internal teams.

- Escalate relevant issues to management or cross-team stakeholders in a timely manner.

- Use Gorgias, internal systems, and collaboration tools (e.g. Google Sheets, Slack) to support customers through chat and email.

- Provide assistance in general administrative activities and ad-hoc duties as assigned by your direct manager.

Requirements

- Work hours: 5 days a week including Saturday, Sunday & Monday, or as assigned by your manager.

- Demonstrated experience in a pre-sales or sales support role, preferably in an eCommerce or direct-to-consumer environment.

- Sales-driven mindset with a passion for delivering results and achieving conversion goals.

- Problem-solving and conflict resolution skills: quick-thinking, patient, ability to absorb and convey constantly changing product information.

- Strong verbal and written communication skills: Fluency in English required, Cantonese and Mandarin a bonus.

- High emotional intelligence: when faced with the occasional but inevitable situation of a bad customer interaction, be able to maintain professionalism and a positive outlook.

- Desire to work in a startup environment: proactivity, a strong sense of responsibility, willingness to roll up your sleeves and get involved beyond your scope.

- Preferably prior experience in Amazon, TikTok, or messaging tools for sales and customer support.

- Experience in eCommerce, health, wellness, or tech industries is highly desirable.

You Must Be AI-Native
Active, fluent daily AI tool usage is mandatory, not optional. We expect you to use AI every day to work faster and smarter — drafting and personalising customer replies, staying on top of constantly changing product information, and spotting patterns in customer feedback. If AI is not already part of how you work, this is not the role for you.

Beat Claude Challenge
Shortlisted candidates complete a role-specific assignment, scored against a baseline we generate using Claude. To advance, your submission needs to beat it. Ties don't advance.

Want to stand out?
Take a look at our challenge repo: https://github.com/Prenetics/beat-claude