Customer Success Operations Intern
About the Job
As a Customer Success Operations Intern at Ajaib, you will be supporting our service reliability, ensuring every critical user concern is tracked and resolved with precision and in a timely manner. You will manage the end-to-end case escalations, facilitate seamless coordination across internal teams, and help maintain the high standards of communication that uphold our users' trust.
Key Responsibilities
- Monitor and track all incoming complaints and mass case escalation issues to ensure 100% visibility and timely resolution.
- Update and maintain real-time case statuses in internal trackers, including Google Sheets and Slack threads, ensuring data accuracy.
- Actively follow up and provide reminders to relevant internal teams regarding pending or unclosed cases to meet service-level agreements (SLAs).
- Draft communication responses for compliance approval, including call scripts and email templates, to ensure professional and legally sound user interactions.
- Support the Customer Success team in various administrative tasks to maintain overall operational excellence.
Requirements
- Final-year student or Fresh Graduate from any major (Business Administration, Communications, or related fields are a plus).
- Meticulous and organized, with a strong attention to detail and a "no-error" mindset. Able to manage repetitive tasks with high accuracy and consistency.
- Proficient in Google Sheets / Microsoft Excel (basic to intermediate level for data tracking).
- Strong written communication skills, with the ability to draft clear and professional messages.
- Fast learner who can adapt quickly to a high-volume, high-pressure, and fast-paced startup environment.
- Strong time management and proactive follow-up skills to ensure tasks are completed from end-to-end.
Good-to-have
- Basic understanding of Indonesian fintech or investment regulations (OJK/Bappepti).
- Familiarity with CRM or ticketing systems (e.g., Zendesk, Freshdesk) or prior experience in a Customer Success role.
Benefits
Join us as we make magic happen to increase Indonesia’s financial inclusion!