Customer Support (AI Support Experience - Chinese & Malay Speaking)

LittleLives; Kuala Lumpur; Remote; MYR 72,000 - 96,000; Full time

Job summary

A leading EdTech SaaS platform seeks a Customer Support Lead to revolutionize customer support using AI solutions across Southeast Asia. The role involves designing automated support systems and collaborating with teams to enhance user satisfaction. With a flexible, remote-friendly environment, join a meaningful mission impacting early childhood education across the region.

Benefits

Flexible, remote-friendly team across Asia

Competitive salary + equity growth

Qualifications

• 5+ years in support automation preferred in SaaS/Tech/Education.
• Experience launching chatbots and AI workflows is critical.
• Skilled in tools for customer support like Zendesk, Intercom.

Responsibilities

• Design AI-driven support flows to resolve over 80% of queries.
• Optimize multilingual support for thousands of users.
• Collaborate with teams to enhance customer satisfaction and reduce churn.

Skills

Support automation

Cross-cultural communication

Problem-solving

Tools

Zendesk

Intercom

Freshdesk

CRMs

Job description

About Us
LittleLives is a fast-growing EdTech SaaS platform, powering thousands of preschools across Singapore, Malaysia, Vietnam, and Indonesia. With $3M+ ARR and strong growth targets, we’re redefining how early childhood education is managed across the region.

Your Mission
Lead the next evolution of customer support—scaling smart, AI-first support operations across Southeast Asia while keeping customer happiness at the core.

What You’ll Do

• Design AI-driven support flows to resolve 80%+ of queries automatically

• Optimize multilingual, multi-timezone support for thousands of users

• Build smart ticketing, self-service tools, and knowledge bases

• Drive feedback loops to improve product, reduce churn, and enhance onboarding

• Collaborate with Product, Engineering, and Customer Success teams

• Own metrics: CSAT >90%, First Response <2 hrs, AI Resolution >80%

What We’re Looking For

• 5+ years in support automation (SaaS/Tech/Education preferred)

• Experience launching chatbots, AI workflows, and multilingual support

• Skilled with tools like Zendesk, Intercom, Freshdesk, and CRMs

• Data-driven with strong problem-solving skills

• Southeast Asia experience and strong cross-cultural communication

Why Join Us

• Shape the future of AI-first EdTech support

• Meaningful work impacting thousands of preschools and children

• Flexible, remote-friendly team across Asia

• Competitive salary + equity growth