Customer Success Specialist - Jakarta

捨; Daerah Khusus Ibukota Jakarta; On-site; IDR 30,000,000 - 70,000,000; Full time

Job summary

Join a dynamic fintech company dedicated to making a difference in financial inclusivity. As a key player in customer success, you will engage with clients, manage key accounts, and drive operational excellence. This role offers the chance to work in a fast-paced, innovative environment where your ideas can shape the future of financial services. Enjoy competitive benefits and a culturally diverse workplace while contributing to impactful solutions for underserved communities. If you're a proactive self-starter with a passion for technology, this opportunity is perfect for you.

Benefits

Competitive medical and dental benefits

Generous vacation policy

Culturally diverse and inclusive workplace

EWA – Earned Wage Access (Flexible Payday)

Qualifications

• 1-3 years of experience in customer success or operations.
• Strong communication and presentation skills are essential.

Responsibilities

• Act as primary point of contact for clients, ensuring seamless onboarding.
• Collaborate with internal teams to enhance service delivery.

Skills

Customer Success

Client Engagement

Data Analysis

Communication Skills

Project Management

Digital Marketing

Presentation Skills

Education

Bachelor's degree in Sales, Marketing, Business

Tools

HRIS

Payroll Software

SaaS Platforms

Job description

Do you want to be part of a team that makes a difference in people’s lives? We are building a fintech product that focuses on developing solutions for a better tomorrow, redefining financial inclusivity to serve the underserved in our society. As our first flagship product, Paywatch has launched an innovative earned wage access (EWA) product which works with employers and banks to provide employees instant access to earned wages (also known as salary on demand / flexible payroll). We have been recognized by the United Nations, Bank Negara Malaysia, MDEC and regulators throughout Asia for our commitment to social impact and ESG.

We currently have 70+ employees across our 5 offices (Malaysia, Indonesia, Philippines, Korea and Hong Kong) and are expanding our teams throughout Asia!

You will have the opportunity to work with different technologies and bring your ideas to the table to constantly improve the way we do things. In this role, it is essential to be a team player to ensure success in work.

If you are ready to take your career to the next level and work in a dynamic company, this is the job for you.

What you’ll do:

• Client Engagement and Support: Act as the primary point of contact for clients, ensuring a seamless onboarding experience and ongoing support. Address client inquiries and issues to enhance satisfaction and retention.
• Customer Communication and Strategy: Maintain regular communication with clients to conduct business reviews, identify opportunities, and provide updates. Foster strong relationships to understand client needs and drive engagement.
• Operational Excellence: Collaborate with internal teams to streamline processes, enhance service delivery, and ensure alignment with client expectations. Proactively identify areas for improvement in customer success operations.
• Key Account Management: Assist in managing key accounts by nurturing relationships and supporting client growth initiatives.
• Project Management: Manage and coordinate various customer success projects, including onboarding, training, and system upgrades.
• Data Analysis and Reporting: Monitor client usage data and feedback to identify trends and insights. Prepare reports for internal teams and clients, highlighting areas of success and opportunities for improvement.
• Reporting & Analytics: Regularly analyze customer health, engagement metrics, and product usage data, providing actionable insights to both the internal team and the client to drive improvements and identify risks.
• Cross-Functional Coordination: Collaborate closely with various internal functions (e.g., Sales, Operations, Product) to ensure alignment in customer strategies and seamless service delivery.

Who you are:

• Bachelor's degree in Sales, Marketing, Business, or related field. Equivalent work experience may be considered.
• 1-3 years of experience in customer success/operations, preferably in a HRIS, payroll, or employee benefits SaaS platform.
• Strong demonstrated experience / track record growing user numbers by the thousands; strong track record of onboarding large corporates or other platform partnerships.
• Existing network of senior management at platforms (prepaid card platforms, ecommerce platforms or other technology-based platform businesses), corporate / industry associations, government and/or companies (particularly in tech companies, service industries, BPOs or logistics industries, who may sign on as a customer) are a plus.
• Experience in digital marketing efforts is a plus.
• Strong presentation creation skills are a must.
• Strong communication skills are a must.
• Proficiency in any of these technology domains: fintech, HR.
• Possesses good work ethic, a team player, self-directed and passionate about technology.
• You have to be a proactive self-starter, thrive in the iterating and agile environment of innovative start-ups, and have an entrepreneurial can-do spirit.

What we offer:

• You'll be working in a high energy, fast-paced environment, work with different technologies and bring your ideas to the table to constantly improve the way we do things.
• EWA – Earned Wage Access (Flexible Payday).
• Competitive medical and dental benefits.
• Generous vacation policy.
• Culturally diverse and inclusive workplace.

If you are interested in this exciting opportunity, please submit your resume and cover letter for consideration. We look forward to hearing from you!

Personal data collected will be used for recruitment and employment-related purposes only. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.