Job Description

Overview of the Role:

Involve Asia is seeking a proactive and customer-focused Customer Support Associate to deliver exceptional service to our affiliates and brand partners. This role is responsible for managing customer inquiries, resolving platform-related issues, and ensuring a seamless user experience. 

The ideal candidate is detail-oriented, tech-savvy, and passionate about helping customers succeed in a fast-paced digital environment.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and ticketing systems in a timely and professional manner
• Provide accurate guidance on platform features, tracking, payments, and campaign-related matters
• Troubleshoot basic technical issues and escalate complex cases to relevant internal teams
• Monitor support tickets to ensure timely resolution within SLA
• Assist affiliates and advertisers with onboarding and account setup
• Maintain detailed records of customer interactions
• Identify recurring issues and suggest process improvements
• Collaborate with internal teams (Tech, Finance, Ops, Account Management) to resolve customer concerns
• Contribute to knowledge base articles and FAQs

Job Requirements

• 1–2 years of experience in customer support, client servicing, or related role
• Strong verbal and written communication skills
• Excellent problem-solving and multitasking abilities
• Comfortable working with CRM systems and support tools
• High attention to detail and organizational skills
• Ability to work independently and in a team environment
• Experience in digital marketing, affiliate marketing, or tech platforms is a plus
• Proficient in Microsoft Office (Word, Excel & PowerPoint) & Google Workspace (Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, Forms, etc.)
• Adaptable to fast-changing environments and evolving job scopes
• Willingness to accept relocation, role changes, or reassignment based on business needs

Skills