Customer Support Specialist

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

2+ 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

What We Offer

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

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