[Hiring] Customer Support Specialist - Onboarding Focus @Kegmil

Role Description

We are looking for a Customer Success Specialist who is passionate about providing solutions and enhancing user experience through expert support and proactive engagement. In this role, you will master a complex enterprise system to ensure our customers reach peak operational excellence. You will be the bridge between our regional users and the Global Product team.

Key Responsibilities

• Customer Onboarding (Mandatory)
  • End-to-End Onboarding: Lead the journey from contract signature to full platform adoption for B2B clients.
  • Environment Configuration: Deeply understand client workflows to set up tenant environments and system settings.
  • User Training: Conduct sessions to guide users on how to effectively utilize the platform to achieve their KPIs.
• Proactive Support & Mastery
  • System Expertise: Master the interconnections of FSM, ERP, and AI modules within the Kegmil platform.
  • Communication & Toolsets: Provide high-quality support across multiple channels (WhatsApp, Email, etc.) using Google Workspace (Docs, Sheets, Slides) to manage data and documentation efficiently.
• Problem Solving & Technical Bridge
  • Issue Resolution: Reproduce reported incidents, clarify if they are bugs, and coordinate with the development team to resolve production issues aggressively.
  • AI Productivity: Leverage AI tools to draft high-quality responses and optimize the internal support process.
  • Feedback Loop: Analyze customer feedback and provide detailed reports to help shape the Product Roadmap.

Qualifications

• Onboarding Experience: Proven track record of successfully managing B2B customer onboarding journeys.
• Experience: At least 1-2 years in a Customer Success or Technical Support role within a SaaS company.
• Language: Excellent English (Written & Spoken) is mandatory for regional and global collaboration.
• AI Proficiency: Strong ability to use AI tools (ChatGPT, Gemini, etc.) to enhance productivity and support quality.
• Mindset:
  • Problem-Solver: Exceptional interpersonal skills to translate technical jargon into simple, actionable instructions.
  • Independent: Ability to operate independently to find solutions and workarounds for complex user issues.

Requirements

• You are looking for a highly structured "Corporate Training Program": We do not have a 3-month formal manual. You need to be a self-starter who learns by doing and asks the right questions.
• You prefer "Maintenance" over "Construction": We are still building our internal toolsets and workflows. If you get frustrated when a process isn't clearly defined yet, this is not the right environment for you.
• You expect a siloed "Support Ticket" culture: We don't just "close tickets." If you don't care about the broader product impact or the "why" behind a customer's struggle, you won't thrive here.
• You struggle with rapid change: As a startup, our priorities can shift based on real-time market feedback. Flexibility is a requirement, not an option.

Benefits

• Real Ownership: Take full responsibility for the customer experience of a business-critical SaaS product from day one.
• Career Fast-track: Clear growth opportunities into Senior CS, Product Operations, or CSM roles as we scale.
• Enterprise Exposure: Work with large-scale B2B workflows and see the real-world impact of your work across Asia.
• Flexible Support: Competitive compensation and flexible work-from-home options.