Customer Support Executive (Bali)

StaffAny’s mission is to shape and empower the future of work. As the Customer Support Executive, you will help our clients achieve product value and customer satisfaction by being the first point of contact and ensuring that queries are resolved promptly, across our different support channels

This role is uniquely different from other customer support roles as there is a huge emphasis on driving product success with metrics like adoption, on top of the client facing customer support responsibilities. You will also have a direct line to the product team to drive product decisions from feedback collected. You will also have opportunities to shape internal support processes (including potentially the use of AI automation).

You Are

• Highly proficient in writing and speaking in English
• Highly proficient in writing and speaking in Bahasa Indonesia
• Fresh graduates are welcome to apply
• Ability to demonstrate diplomacy, empathy, and problem-solving skills while working through tough customer issues
• Able to work on rotating shifts
• Based in Bali, Indonesia
• Bonus if you have Excel skills
• Bonus if have prior experience with customer service/support
• Bonus if you are proficient in writing and speaking Mandarin

You Will Find Yourself

• Supporting customer queries, resolving customer escalations and restoring customers’ path to success. You will do this across our different channels of live chat, email, whatsapp, call, online and/or in-person meeting. 
• Assist in the setup of our customers, which might involve some basic excel skills.
• Iterating on our external help articles and internal support SOPs
• Help to drive customer success to get the outcomes through the entire life cycle to ensure adoption, growth, and renewal.
• Cross collaborating with multiple departments (from sales, to product, to engineering) to best set our customers up for success
• Act as the voice of our customers (VOC), conveying needs and issues internally across departments
• Document customer interactions and success stories, and make them referenceable.

How the department’s success is being measured

• Time to first response
• Time to resolution
• Customer reviews
• CSAT score 

The Offer

• Growth opportunities within 12-24 months window
• Be part of a fast-paced growth environment, and work together with a passionate and driven bunch of do-ers