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Ajaib

Customer Success Operations Intern

South Jakarta , Indonesia
contractor

AI overview

Support service reliability by managing case escalations, ensuring timely resolution of user concerns, and maintaining high communication standards within internal teams.

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!

 Ajaib

We’ve been experiencing hyper-growth the past year, becoming Indonesia’s 7th Unicorn Startup and the first Investment Fintech Unicorn in South East Asia merely 2,5 years after Ajaib first launched. With the global financial technology market expected to grow gradually, we aim to make stock trading accessible for millennials through our mobile-first approach. In 2022, we opened our new head office in the Indonesia Stock Exchange Building, and we’re just getting started!The three principles or what we call as 3DNAs became the foundation and sets the guideline for the Magician belief system: Everyone is an owner, Growth Mindset, and A Will to Win.

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