1st Level Customer Support & Operations (Tech Startup)

HydroNeo (Thailand) Co., Ltd.; Surabaya ꦱꦸꦫꦧꦪ; On-site; Confidential; Full time

Job summary

An international aquaculture startup is seeking a Customer Support & Operations Specialist to lead their expansion in Indonesia. This role involves first-level customer support, local operations management, and coordination with technical teams. Ideal candidates will have customer service experience and technical understanding of hardware. This position offers competitive salary, employee stock options, and the chance to grow within the company.

Benefits

Competitive salary and benefits

Employee Stock Options (ESOP)

Training and mentoring from experienced team members

Qualifications

• Entrepreneurial, reliable, and hands-on personality with strong sense of responsibility.
• Comfortable using ticket systems or CRM tools, and structured workflows.
• Willingness to train for 1-3 months in Bangkok, Thailand.

Responsibilities

• Be the first point of contact for customers through phone, video calls, chat, and ticketing system.
• Organize and manage local operations activities, including picking, packing, and shipping products.
• Track and follow up on open cases to ensure quick resolution and customer satisfaction.

Skills

Customer support experience

Operations management

Technical understanding of hardware or IoT products

Excellent communication skills

Fluent in Bahasa Indonesia and English

Tools

CRM tools

Ticket systems

Job description

HydroNeo is a fast-growing international startup revolutionizing the global aquaculture industry with smart farming technology. As the market leader in Thailand, we are on a mission to transform our Smart Farm Management System into the HydroNeo Aquaculture Super App. With strong backing from Thai and international investors, BOI support, and a growing international team of 30+ members, we are building the future of sustainable aquaculture.

Position Overview

We are looking for a Customer Support & Operations Specialist to become a core part of HydroNeo’s expansion into Indonesia. This role starts with an intensive training period at our Bangkok headquarters, after which you will be our first team member based in Surabaya — supporting Indonesian customers and managing day-to-day operations locally.

This position is ideal for someone entrepreneurial and hands-on — someone who loves to help customers succeed but is also ready to take care of all the small but essential things that make a young operation run smoothly. You’ll provide first-level support to customers via phone and chat, handle order preparation and packaging, and coordinate between customers and our technical team in Thailand for more complex issues.

If you’re an organized problem-solver with a balance of customer service, operational, and technical skills — and you’re excited about building something from the ground up — we’d love to hear from you.

Tasks

• Be the first point of contact for HydroNeo’s Indonesian customers through phone, video calls, chat, and our internal ticketing system
• Provide friendly, professional support and help customers with common setup, configuration, and usage questions
• Organize and manage local operations activities, including picking, packing, and shipping products to customers
• Coordinate with our second- and third-level support teams in Thailand for complex or technical issues
• Track and follow up on open cases to ensure quick resolution and customer satisfaction
• Use HydroNeo’s internal backend system to log tickets, document findings, and monitor product status
• Support day-to-day operational tasks — from managing small logistics matters to helping anything else that is needed to be done for us to be successful
• Gather feedback from customers and share insights to help improve our processes and products
• Represent HydroNeo professionally and help build our brand presence in Indonesia

Requirements

• Entrepreneurial, reliable, and hands-on personality with strong sense of responsibility
• Previous experience in customer support, operations, or technical service preferred
• Technical understanding of hardware or IoT products, and ability to follow basic technical documentation
• Organized and detail-oriented with good multitasking skills
• Comfortable using ticket systems or CRM tools, and structured workflows
• Excellent communication skills and ability to explain technical topics in a clear, customer-friendly way
• Willingness to train for 1-3 months in Bangkok, Thailand before relocating to Surabaya
• Fluent in Bahasa Indonesia and English; Thai or a third relevant language is a plus
• Excited to be part of a small but growing international startup and to help build HydroNeo’s Indonesian operations from the ground up

Benefits

Why Join Us?

You’ll be at the forefront of HydroNeo’s expansion into Indonesia — the first local team member with the opportunity to grow into a key role as we scale. This position offers hands-on experience across customer support, logistics, and operations in a fast-paced, international environment.

We offer:

• Competitive salary and benefits
• Opportunity to grow with the company and take on more responsibility as our Indonesia team expands
• Employee Stock Options (ESOP) – participate in HydroNeo’s long-term success
• Flexible and dynamic work environment focused on results
• Training and mentoring from experienced team members in Thailand
• Meaningful work in a company creating real impact for sustainable aquaculture