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

LittleLives

Kuala Lumpur

Remote

MYR 72,000 - 96,000

Full time

Today
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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

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