Customer Support

Job Description

• Handle user inquiries, complaints, and support requests promptly and professionally through various communication channels (email, live chat, social media, etc.).

• Build and manage the company’s online community across platforms such as Discord, Telegram, and Reddit to increase engagement and user loyalty.

• Develop and update FAQs, Help Center articles, and user guides to help users find solutions independently.

• Create educational materials such as video tutorials or quick guides to help users better understand the product.

• Collect and analyze user feedback, then provide insights or improvement recommendations to the product and development teams.

• Collaborate with internal teams (product, marketing, and technical) to ensure user satisfaction and service quality improvement.

Requirements

• Minimum Diploma (D3) or Bachelor’s degree (S1) in any major.

• Minimum 1 year of experience in Customer Support, Community Management, or a related position (fresh graduates with strong communication skills are welcome to apply).

• Familiar with and active on community platforms such as Discord, Telegram, and Reddit.

• Able to create simple text and visual content (FAQs, guides, short video tutorials).

• Strong communication skills, empathy, and the ability to handle user complaints with patience and a solution-oriented approach.

• Well-organized, responsive, and capable of multitasking effectively.

• Able to work collaboratively across departments with a strong focus on customer satisfaction.

• Knowledge of ticketing tools such as Zendesk, Freshdesk, or Intercom.

• Familiar with analytics tools to track user satisfaction and inquiry trends.

• Active English proficiency (spoken and written).

• Creative and proactive in building online communities and producing educational content.