Job Description

The Opportunity

Are you passionate about helping people and solving problems? We are looking for a proactive and tech-savvy Customer Success Executive to be the voice of our brand!

In this role, you won't just be answering tickets—you will be a product expert, a community builder, and a crucial link between our users (Landlords, Operators, and Merchants) and our internal tech teams. If you love optimizing the user experience, troubleshooting digital platforms, and ensuring every customer feels heard and valued, we want you on our team!

What You Will Do (Core Responsibilities)

• Omnichannel Customer Support: Act as the first point of contact to provide accurate, timely, and friendly support via phone, email, WhatsApp, and social media.
• Drive Customer Success: Guide our system users (Landlords, Operators, Merchants) on how to maximize specific platform features, highlighting special offerings to ensure a premium service experience.
• Tech Troubleshooting & QA: Provide 1st-level troubleshooting for product and service issues. You will analyze, test (e.g., impersonating user scenarios), and accurately escalate system bugs to the relevant tech/product teams.
• Community & Social Media Management: Proactively engage with our community. Monitor, manage, and respond to customer reviews and complaints across social media channels to protect our brand reputation.
• Product Optimization & Feedback: Collect prompt, accurate customer feedback. You will update our internal knowledge base and analyze this data to recommend direct improvements to the end-user experience.
• Training & Compliance: Participate in developing client training programs by identifying common learning hurdles. You will also ensure compliance with service agreements and recommend accessible techniques and devices for clients requiring accommodations.

Job Requirements

Who We Are Looking For (Requirements)

• Education & Experience: Minimum Diploma in any field. (Fresh graduates and retirees with relevant experience are highly encouraged to apply!)
• Tech-Savvy: You have strong technical knowledge and are highly proficient in Microsoft Office, Google Workspace, Canva, and MS Teams.
• Stellar Communicator: Excellent interpersonal and active listening skills, with the ability to explain technical features in simple, user-friendly language.
• Problem Solver: You have strong analytical skills, meticulous attention to detail, and work with a high sense of urgency (speed and accuracy).
• Empathetic & Patient: You naturally care about the customer experience and handle feedback and troubleshooting constructively.
• Availability: We are flexible! Both Full-Time and Part-Time positions are available.

Skills