Customer Support Specialist

2 weeks ago

Denpasar, Bali, Indonesia Bali Family Finds Full time

Bali Family Finds (BFF)
is looking for a Customer Support Specialist to assist users with eSIM and mobile app enquiries via live chat and messaging platforms.

Indonesian Residents only - Bali based

This role is chat-only (no inbound calls) and will focus on helping customers resolve issues quickly, clearly, and confidently. You'll be the first point of contact for users travelling to Bali and relying on our app and eSIM services.

Key Responsibilities


• Respond to customer enquiries via chat and messaging tools


• Assist users with:


• eSIM installation and activation


• Device compatibility checks


• Data usage and connectivity issues


• General app navigation and account questions


• Follow clear troubleshooting workflows and escalation processes


• Communicate calmly and clearly with international customers


• Log and categorise common issues to help improve support resources


• Work closely with the internal team to flag bugs or recurring problems

Requirements


• Excellent written English (must be fluent and confident)


• Based in Bali Indonesia


• Comfortable working Monday to Friday


• Strong problem-solving skills and attention to detail


• Confident using mobile apps, smartphones, and chat platforms


• Ability to explain technical steps in simple, user-friendly language


• Customer-first mindset with a friendly, professional tone

Nice to Have


• Experience in:


• eSIMs, telco, or travel apps


• SaaS or app customer support


• Familiarity with Android and iOS devices


• Experience supporting international customers

What We Offer


• Chat-only support (no phone calls)


• Stable weekday schedule


• Opportunity to grow with a fast-scaling travel and family platform


• Clear processes, templates, and training provided

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