We are looking for a Customer Support professional who can handle user inquiries efficiently while also analyzing issues and driving resolutions.

This is not a script-based support role. You will be expected to understand problems, think critically, and ensure issues are properly resolved, not just responded to.

You will work closely with Product, QA, and Engineering teams to investigate issues, improve workflows, and deliver a reliable support experience for our users.

What You Will Do

Customer Support & Communication

Handle customer inquiries via live chat, email, and phone
Provide fast, accurate, and professional responses while managing multiple conversations
Ensure a smooth and consistent support experience across all interactions
Communicate product updates, incidents, or maintenance clearly to users

Issue Analysis & Resolution

Understand customer issues and identify root causes
Apply a structured approach to troubleshoot and resolve problems
Ensure issues are fully resolved before closing tickets
Escalate complex or high-impact cases with clear context and findings

Ticket Management & Operations

Maintain accurate and well-documented tickets
Manage multiple tickets or chats efficiently in a fast-paced environment
Follow SOPs and adapt quickly to product or workflow changes

Collaboration & Continuous Improvement

Work closely with Product, QA, and Engineering teams to resolve issues
Share recurring problems, insights, and customer feedback
Contribute to improving support processes and overall customer experience

Requirements

Minimum 1 year of experience as Customer Support in a SaaS company
Strong analytical and problem-solving skills
Able to handle multiple conversations or tickets simultaneously
Good understanding of customer support workflows and best practices
Excellent English communication skills (written & verbal)
Customer-oriented, proactive, and able to stay composed under pressure
Strong time management and prioritization skills
Familiar with tools such as Intercom, Zendesk, or similar
Willing to work full Work From Office (WFO) in Bandung

Job Details

Location: Bandung, Indonesia
Work Setup: Full WFO
Employment: Full-time

What You Will Get

Hands-on experience supporting an international SaaS product
Daily exposure to English communication in a professional setting
Close collaboration with Product, QA, and Engineering teams
Clear growth opportunities within Customer Division
Fast-paced environment with real ownership and impact
Supportive and collaborative team culture

Important

This role is best suited for someone who:

Is comfortable working in a fast-paced, high-volume support environment
Can think beyond standard responses and focus on solving problems
Is able to balance speed and accuracy in daily work
Is proactive in identifying issues and improving how things are handled