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Customer Support Specialist
LittleLives IncCentral George Town, Penang, Malaysia2 hours ago
Job description2+ years of experience in customer support, preferably in SaaS, tech, or education Strong communication skills and a customer-first mindset Comfortable working remotely and across time zones Proficiency in Chinese or Malay (spoken and written) is a plus Familiarity with helpdesk tools (e.g., Freshdesk) is a plus Strong organizational and problem-solving skills Able to work independently and as part of a diverse, multicultural team Competitive salary with performance-based bonuses Remote-friendly, flexible work environment Meaningful work supporting educators and children across Asia Dynamic, fast-paced startup culture with room for growth Collaborative, innovative and supportive work environment
About the Role
We are seeking a Customer Support Specialist to join our dynamic team. You will play a crucial role as the voice of LittleLives, ensuring a smooth, timely, and helpful customer experience across our platforms and services.
Key Responsibilities
- Provide responsive, empathetic, and clear support to users via live chat, email, and calls
- Handle inquiries and issues related to our platform, work with internal teams to resolve
- Maintain accurate records of customer interactions and feedback
- Create and improve support documentation (FAQs, guides, help articles)
- Support onboarding of new users with product walkthroughs and training
- Collaborate with product and technical teams to report issues and suggest improvements
- Meet service level targets (e.g. response time, resolution time, satisfaction ratings)
Requirements
What We Offer
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Customer Support Specialist • Central George Town, Penang, Malaysia