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Customer Support Specialist

2 weeks ago

Jakarta, Indonesia LittleLives Inc Pte Ltd Full time

**About Us**:
LittleLives is a fast-growing EdTech SaaS platform, supporting thousands of preschools across Singapore, Malaysia, Vietnam, and Indonesia. With over $3M in annual recurring revenue, we are on a mission to redefine how early childhood education is managed across the region.

** Your Mission**:
Be the voice of LittleLives for our Mandarin-speaking users. You will ensure a smooth, timely, and helpful customer experience across our platforms and services.

** What You’ll Do**:

- Handle inquiries and issues related to our platform, working closely with internal teams to resolve them
- Maintain accurate records of customer interactions and feedback
- Assist in creating and improving support documentation (FAQs, guides, help articles) in Chinese and Malay
- Support onboarding of new users with product walkthroughs and training
- Collaborate with product and technical teams to report issues and suggest improvements
- Help ensure service level targets are met (e.g. response time, resolution time, satisfaction ratings)

** What We’re Looking For**:

- 2+ years of experience in customer support, preferably in SaaS, tech, or education
- Proficiency in **Mandarin** (spoken and written)** is a must
- Strong communication skills and a customer-first mindset
- Familiarity with helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) is a plus
- Comfortable working remotely and across time zones
- Strong organizational and problem-solving skills
- Able to work independently and as part of a diverse, multicultural team

** Why Join Us**:

- Meaningful work supporting educators and children across Asia
- Dynamic, fast-paced startup culture with room for growth
- Remote-friendly, flexible work environment
- Competitive salary with performance-based bonuses