Customer Success Associate

Key Responsibilities:

• Handle customer inquiries via live chat

• Coordinate with internal teams regarding application issues

• Validate user, job, and company data

• Update and monitor weekly Customer Support metrics

• Monitor and maintain app ratings on the Play Store and App Store

• Support CS administration and SOP documentation

Requirements:

• Bachelor’s degree in any field, preferably in Communication or related areas

• 1–2 years of experience in SaaS Customer Support 

• Strong communication skills with the ability to respond clearly and empathetically to users

• Excellent problem-solving skills and the ability to coordinate effectively with internal teams

• High attention to detail for validating user, job, and company data

• Ability to work with CS dashboards, metrics, and weekly monitoring

• Familiarity with mobile apps, Play Store/App Store reviews, and basic customer experience principles

• Fast learner with the ability to master SOPs and product knowledge within a short timeline

• Able to work independently and meet productivity targets (SLA, accuracy, ticket volume)

• Strong organizational and administrative skills, including documenting processes and SOPs

• Proactive mindset with willingness to provide insights and improvements for better user experience

Key Outcomes:

• Month 1: 

  • SLA Response ≥ 85%

  • Tingkat ketidaksesuaian flow handling terhadap SOP tidak melebihi 5 temuan.

  • CSAT minimal 68%

• Month 2: 

  • SLA Response ≥ 98%

  • Tingkat ketidaksesuaian flow handling terhadap SOP tidak melebihi 3 temuan.

  • CSAT minimal 75%

• Month 3: 

  • SLA Response ≥ 98%

  • Tingkat ketidaksesuaian flow handling terhadap SOP tidak melebihi 3 temuan.

  • CSAT minimal 75%