- Location
- Jakarta, Jakarta
- Workplace
- Remote
- Type
- Full-time
- Experience
- 2+ years
- Source
- Y Combinator
Description
Job Responsibilities
- Handle daily customer inquiries and complaints through available support channels, ensuring timely, accurate, and helpful responses.
- Investigate and resolve customer issues, manage escalations, and coordinate with relevant teams to ensure appropriate resolution.
- Maintain a strong understanding of Finku's products and features, keeping FAQs, support documentation, and SOPs accurate and up to date.
- Analyze customer interactions, feedback, and recurring issues to identify opportunities to improve the customer experience.
- Collaborate with Product and other cross-functional teams to communicate customer pain points and contribute to product and process improvements.
- Monitor customer support performance and continuously improve workflows, service quality, and operational efficiency.
Job Requirements
- 2-4 years of experience in Customer Experience, Customer Support, Customer Success, or a related field.
- Strong written and verbal communication skills in Bahasa Indonesia; English proficiency is a plus.
- Strong problem-solving and analytical skills, with a customer-focused mindset.
- Experience improving customer support processes, SOPs, or service documentation.
- Able to work independently, take ownership, and collaborate across teams.
- Proactive and adaptable, with the ability to balance daily operations and strategic initiatives.