Online Support Specialist Jobs

Department: Support

Employment Type: Full Time

Location: Bali

Reporting To: Mark Kinnane

Description

• Will be providing support via Intercom chats a part of the User Support team
• Work in an agile, fast-paced environment and help improve departmental strategies and processes
• Make data-driven decisions on process improvements company-wide
• Work with a hungry operations team entering a stage of hyper-growth
• Provide reporting to stakeholders on the macro performance of Liven's operations
• Manage the front line - determine how Abacus puts its best foot forward with our users and partners
• Define and roll out the strategies for departmental growth Work in tandem with robust business development and growth team to optimize our merchant portfolio
• Build a scalable yet delightful customer support system Improve and standardize written and spoken customer communication, in tone, quality, and technicality
• Be a crucial member of an exceptionally smart, driven, and diverse team championing our culture at Abacus

Key Responsibilities

• Familiarising yourself with new products and processes as they are introduced.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Liaising with colleagues or managers to find the best solutions to customers' issues.
• Providing training and mentoring to new customer service agents.
• Attending meetings and workshops as required.
• Maintaining a polite, helpful, and professional manner at all times.
• Promptly responding to customer queries via email, live chat, video, phone, and other various channels.
• Immediately escalating serious complaints or issues that you are not equipped to deal with.
• Respecting client confidentiality at all times.

Skills, Knowledge & Expertise

• Brilliant interpersonal skills, charm, and charisma, able to converse at a single store and multinational brand level
• Experience with and appreciation for the hospitality industry
• Looking to start their career, not another job
• Experience with customer service and engagement
• Mandarin speaking for bonus points!
• A growth mindset constantly looking for ways to improve and supercharge the existing process
• Hustler mentality with an ability to work autonomously and make important business decisions
• Be willing to take on, try, and own things outside of your comfort zone
• Pumped to be part of a startup with huge growth aspirations and a major vision
• Experience in data analysis and the agile framework
• Data-driven decision mentality and sound business judgment through strong analytical thinking
• A passion for Liven, our mission and our core values!
• Knowledge and passion for blockchain technology are preferred but not essential
• Entrepreneurial drive and eagerness to contribute to a high growth environment