✔️Medical benefits ✔️EPF,SOCSO & EIS

Benefits

Food

Wear comfortable to work but not too comfy!

Comfortable Dressing

Performance Bonus you wouldn't want to miss!

Bonus

Having a manager who advocates for you and shields you

Respect!

Feeling safe to make mistakes and ask for help

Understanding

Strattonshire Ventures

Strattonshire Ventures is a digital marketing and software development agency dedicated to helping businesses grow. We offer tailored solutions, including SEO, social media marketing, and web &amp; mobile app development. Our goal is to drive results, boost online presence, and maximize ROI for our clients.

Information Technology

Culture
We foster a collaborative, creative, and inclusive environment where innovation thrives. Our team is driven by passion, curiosity, and a commitment to excellence, always pushing to deliver the best solutions.

Values
<ul>
<li>Quality and Excellence: We are committed to delivering exceptional results by maintaining the highest standards in our work.</li>
<li>Teamwork and Collaboration: We believe in the power of diverse perspectives and work together to achieve shared goals</li>
<li>Continuous Learning and Growth: We encourage curiosity, skill development, and knowledge sharing to foster professional and personal growth.</li>
<li>Empowerment and Respect: We value each team member’s contributions and provide an environment where everyone feels empowered and respected.</li>
</ul>

Company Culture and Values

A diversified company. Home to the world's most unique applications

Summary
&nbsp;Be the friendly face behind our user support! You’ll assist customers via chat and email, resolve issues, and help them enjoy our platform.&nbsp;

Responsibilities
1.Mapping the entire support journey
<ul>
<li>Entry points: in-app chat, email, social, payment disputes, chargebacks etc.</li>
<li>Free vs paying users</li>
<li>Measuring and keeping track of Response &amp; resolution times for each segment.</li>
</ul>
2.Building the support system
<ul>
<li>Choose or optimize the helpdesk tool (Zendesk)</li>
<li>Set up:</li>
</ul>
a)Ticket categories &amp; tags (billing,verification, tech issue, refunds, etc.)
b)Escalation flows: CS to TECH to Management
<ul>
<li>Create knowledge base / FAQ for users + internal playbook for agents.</li>
</ul>
3.AI + automation
<ul>
<li>Implement AI chatbot / AI reply assist for:</li>
</ul>
a)Common FAQs (password, login, basic billing).
b)Common questions that are safe to automate.
<ul>
<li>Decide:</li>
</ul>
a)What AI handles automatically.
b)What must go to human because of safety / legal / reputation.
c)Train AI using your internal FAQs, your tone of voice, and risk policies.


Skills &amp; traits:
<ul>
<li>Strong English written communication (this is your core).</li>
<li>Comfortable with sensitive topics</li>
<li>Understands risk &amp; compliance: KYC, fraud chargebacks scenarios.</li>
<li>Data-oriented: Can pull simple reports, look at trends, suggest fixes.</li>
<li>Leadership: Can manage the whole system and can help implement roadmap for AI</li>
<li>Tech-savvy: Not scared of AI tools, APIs, tags, triggers, etc.</li>
</ul>

This job is for a Customer Support Lead, where you&#x27;ll guide customers through chat and email, ensuring they have a great experience. You might like this job because you&#x27;ll shape support systems using AI, enhancing user satisfaction and efficiency!

Customer Support

Zendesk

Artificial Intelligence

Summary
 Be the friendly face behind our user support! You’ll assist customers via chat and email, resolve issues, and help them enjoy our platform. 

Responsibilities
1.Mapping the entire support journey



-Entry points: in-app chat, email, social, payment disputes, chargebacks etc.


-Free vs paying users


-Measuring and keeping track of Response and resolution times for each segment.

2.Building the support system



-Choose or optimize the helpdesk tool (Zendesk)


-Set up:

a...

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Strattonshire Ventures