Business Operations Freelance

Ruangguru for Business; Jakarta Pusat; On-site; IDR 100,440,000 - 133,920,000; Full time

Job summary

Ruangguru for Business is looking for a practical, customer-focused bug triage professional in Jakarta. You will analyze and reproduce user-facing issues escalated by frontline CX agents, then route them to Engineering for fixes.

You will serve as a second escalation point for complex glitches, maintain transparent communication with CX about fix status and downtime, and help design workflows to shorten resolution times.

Qualifications

• Final-year undergraduate student or recent graduate.
• Interest in how tech products work and solving user-facing problems.
• Familiarity with ticketing and project tools (Jira, Zendesk, Trello) preferred.
• Clear written and verbal communication to explain technical concepts.

Responsibilities

• Analyze, reproduce, and categorize product bugs escalated by CX agents.
• Act as 2nd escalation point for complex glitches and systemic failures.
• Maintain real-time communication with CX on bug fixes, downtime, and release notes.
• Design escalation workflows between CX, Product, and Engineers to reduce TTR.
• Track issue trends and translate pain points into prioritized requests for PMs.
• Create internal docs, troubleshooting guides, and CX training materials.
• Collaborate with Product, Tech, Sales, and other teams; report on performance.

Skills

Bug analysis

Reproduction steps

Communication

Escalation management

Cross-functional collaboration

Education

Undergraduate student / recent graduate in Business or Tech

Tools

Jira

Zendesk

Trello

Google Sheets

Excel

Job description

• Analyze, reproduce, and categorize product bugs and user-facing issues escalated by front-line CX agents before routing them to Engineering.
• Act as the 2nd escalation point for complex technical glitches, edge cases, and systemic product failures.
• Maintain clear, real-time communication with CX regarding bug fix statuses, system downtime, and release notes to align customer messaging.
• Design and streamline escalation workflows between CX, Product Managers, and Engineers to minimize Time to Resolution (TTR).
• Track recurring issue trends from CX tickets, translating user pain points into actionable insights and prioritized requests for Product Managers.
• Create internal documentation, troubleshooting guides, and conduct product update training sessions for the CX team.
• Collaborate with cross-functional teams within Product, Tech, Sales, and beyond
• Reporting on a regular and ad hoc basis on overall and business performances

Job Descriptions

• Analyze, reproduce, and categorize product bugs and user-facing issues escalated by front-line CX agents before routing them to Engineering.
• Act as the 2nd escalation point for complex technical glitches, edge cases, and systemic product failures.
• Maintain clear, real-time communication with CX regarding bug fix statuses, system downtime, and release notes to align customer messaging.
• Design and streamline escalation workflows between CX, Product Managers, and Engineers to minimize Time to Resolution (TTR).
• Track recurring issue trends from CX tickets, translating user pain points into actionable insights and prioritized requests for Product Managers.
• Create internal documentation, troubleshooting guides, and conduct product update training sessions for the CX team.
• Collaborate with cross-functional teams within Product, Tech, Sales, and beyond
• Reporting on a regular and ad hoc basis on overall and business performances

Job Requirements

• Final-year undergraduate student or recent graduate in Business, Industrial Engineering, Computer Science, or a related field.
• Strong interest in how tech products work and a passion for solving user-facing technical problems.
• Familiarity with basic spreadsheet tools (Google Sheets/Excel). Exposure to ticketing/project tools (Jira, Zendesk, Trello) is a plus.
• Clear written and verbal communication skills to explain technical concepts simply to non-technical teams.
• Methodical and organized when testing bugs and documenting step-by-step issue reproductions.