Remote AI Operations & Client Support Specialist

DeFiner Technology Limited; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

DeFiner Technology Limited is seeking an operations-oriented professional to manage the AI customer-service layer. You will draft, triage, and escalate client messages using Claude Code, ensuring accuracy and a human tone.

This fully remote role involves hands-on ownership of workflows, knowledge base, and QA across WhatsApp and email. You will work with a small team, monitor performance metrics, and expand what the assistant can handle while maintaining fast response times and client

Qualifications

• Hands-on Claude Code experience to build or modify AI workflows.
• Fluent in Chinese and English, written and spoken.
• Genuine day-to-day experience with AI chat tools and prompt writing.
• Able to read code and follow technical instructions.
• Comfortable with spreadsheets and quick software adoption.
• Organised, self-directed, reliable internet, quiet workspace.
• 1–3 years in operations, customer service, or virtual assistance.

Responsibilities

• Own the AI CS assistant on WhatsApp: monitor real conversations and fix errors.
• Build and fix in Claude Code: prompts, logic, canned answers and knowledge base; test before live.
• Expand the assistant's scope and define handover rules to human escalation.
• Report on performance: resolution rate, escalation rate, response time, client sentiment.
• Answer client inquiries across WhatsApp and email using AI to draft, summarize and triage.
• Handle escalations and items the AI should not touch: complaints, pricing exceptions, sensitive issues.
• Keep the tone consistent and human; AI speeds work without sounding robotic.
• Run recurring operational processes end-to-end: data entry, clean-up, scheduling, reporting.
• Keep internal systems accurate; spot discrepancies early.
• Document processes so the next person does not have to guess.

Skills

Claude Code experience

Bilingual Chinese/English

AI chat tools

Prompt writing

Spreadsheet proficiency

Self-directed

Job description

DeFiner Technology Limited is seeking an operations-oriented professional to manage the AI customer-service layer. You will draft, triage, and escalate client messages using Claude Code, ensuring accuracy and a human tone.

This fully remote role involves hands-on ownership of workflows, knowledge base, and QA across WhatsApp and email. You will work with a small team, monitor performance metrics, and expand what the assistant can handle while maintaining fast response times and client