job description
Join Eternity Recruitment as a Customer Support & Experience Executive and become the backbone of our AI platform's success! In this dynamic role, you'll be the friendly face and expert voice guiding clients through their journey with cutting-edge AI solutions. Whether you're based in the vibrant digital nomad hubs of Canggu, Ubud, or Denpasar, or anywhere across Bali, you'll have the flexibility to work remotely while delivering exceptional service to a global clientele.
As the bridge between our innovative AI technology and its users, you'll play a pivotal role in onboarding new clients, troubleshooting technical issues, and nurturing long-term relationships. Your passion for problem-solving and commitment to outstanding customer experiences will directly impact client satisfaction and retention. This is more than just a support role—it's an opportunity to shape how businesses interact with AI, all while enjoying Bali's world-class beaches, culture, and work-life balance.
We're looking for a proactive communicator who thrives in a fast-paced environment and is excited about the future of AI. If you're fluent in English, have a knack for explaining complex concepts simply, and want to grow with a forward-thinking company, we'd love to hear from you. Join us in revolutionizing customer support for the AI era—where your work makes a difference, and your office view could be a rice field or a sunset over the Indian Ocean!
Responsibility
- Serve as the primary point of contact for AI platform clients, providing timely and professional support via email, chat, and video calls
- Guide new clients through onboarding processes, ensuring smooth adoption of our AI solutions with personalized training and resources
- Troubleshoot technical issues, escalate complex problems to the development team, and follow up to ensure resolution
- Monitor client health metrics and proactively reach out to at-risk accounts to prevent churn and identify upsell opportunities
- Collaborate with product teams to relay client feedback and contribute to continuous platform improvements
- Maintain comprehensive documentation of common issues, solutions, and best practices in our knowledge base
- Analyze support trends to identify recurring problems and suggest process or product enhancements
- Represent the company at virtual events, webinars, or client meetings when required
Qualifications
- Minimum 2 years of experience in customer support, preferably in SaaS, AI, or technology sectors
- Fluent English speaker with excellent written and verbal communication skills (additional languages a plus)
- Strong technical aptitude with the ability to learn complex AI platform functionalities quickly
- Proven track record of managing client relationships and exceeding satisfaction metrics
- Experience with CRM systems (e.g., HubSpot, Salesforce) and support tools (e.g., Zendesk, Intercom)
- Self-motivated with the ability to work independently in a remote setting
- Empathetic problem-solver with a customer-first mindset
- Bachelor's degree in Business, Communications, Computer Science, or related field (or equivalent experience)