Customer Support Specialist - Onboarding Focus

1. About Kegmil

Kegmil is revolutionizing the way mission-critical assets are repaired and maintained – by transforming complex systems of people and processes into streamlined, intelligent operations. Our mission is to empower millions of deskless field service professionals across Asia’s asset-centric industries with superior technology to elevate service excellence, operational insight, and profitable growth. Our cloud-based, mobile-first, and AI-powered platform automates and optimizes every aspect of field service from job scheduling and dispatch to execution and reporting.

Kegmil is trusted by leading organizations across mission-critical sectors – including elevator, fire protection, data center, medical equipment, and aerospace – to build the next-generation digital backbone that unifies FSM, modular ERP, and AI agents into one seamless platform for simpler, smarter, field service.

We are a curious and collaborative team that finds purpose in solving real problems for our customers. We learn and grow together in a high-trust, inclusive culture – where ideas are heard, ownership is encouraged, and customer success is everyone’s priority.

Location: HCMC or Remote

Job Type: Full-time

2. Role Overview

We are looking for a Customer Success Specialist who is passionate about providing solutions and enhancing user experience through expert support and proactive engagement. In this role, you will master a complex enterprise system to ensure our customers reach peak operational excellence. You will be the bridge between our regional users and the Global Product team.

3. Key Responsibilities

A. Customer Onboarding (Mandatory)

• End-to-End Onboarding: Lead the journey from contract signature to full platform adoption for B2B clients.
• Environment Configuration: Deeply understand client workflows to set up tenant environments and system settings.
• User Training: Conduct sessions to guide users on how to effectively utilize the platform to achieve their KPIs.

B. Proactive Support & Mastery

• System Expertise: Master the interconnections of FSM, ERP, and AI modules within the Kegmil platform.
• Communication & Toolsets: Provide high-quality support across multiple channels (WhatsApp, Email, etc.) using Google Workspace (Docs, Sheets, Slides) to manage data and documentation efficiently.

C. Problem Solving & Technical Bridge

• Issue Resolution: Reproduce reported incidents, clarify if they are bugs, and coordinate with the development team to resolve production issues aggressively.
• AI Productivity: Leverage AI tools to draft high-quality responses and optimize the internal support process.
• Feedback Loop: Analyze customer feedback and provide detailed reports to help shape the Product Roadmap.

4. You are NOT a match if:

• You are looking for a highly structured "Corporate Training Program": We do not have a 3-month formal manual. You need to be a self-starter who learns by doing and asks the right questions.
• You prefer "Maintenance" over "Construction": We are still building our internal toolsets and workflows. If you get frustrated when a process isn't clearly defined yet, this is not the right environment for you.
• You expect a siloed "Support Ticket" culture: We don't just "close tickets." If you don't care about the broader product impact or the "why" behind a customer's struggle, you won't thrive here.
• You struggle with rapid change: As a startup, our priorities can shift based on real-time market feedback. Flexibility is a requirement, not an option.

5. Requirements

Must-Have:

• Onboarding Experience: You must have a proven track record of successfully managing B2B customer onboarding journeys.
• Experience: At least 1-2 years in a Customer Success or Technical Support role within a SaaS company.
• Language: Excellent English (Written & Spoken) is mandatory for regional and global collaboration.
• AI Proficiency: Strong ability to use AI tools (ChatGPT, Gemini, etc.) to enhance productivity and support quality.

Mindset:

• Problem-Solver: Exceptional interpersonal skills to translate technical jargon into simple, actionable instructions.
• Independent: Ability to operate independently to find solutions and workarounds for complex user issues.

6. Why You’ll Love Working Here

• Real Ownership: Take full responsibility for the customer experience of a business-critical SaaS product from day one.
• Career Fast-track: Clear growth opportunities into Senior CS, Product Operations, or CSM roles as we scale.
• Enterprise Exposure: Work with large-scale B2B workflows and see the real-world impact of your work across Asia.
• Flexible Support: Competitive compensation and flexible work-from-home options.