Customer Success Executive

1 month ago

Kuala Lumpur, Malaysia Funding Societies | Modalku Group Full time

**Funding Societies | Modalku** is the largest SME digital financing platform in Southeast Asia. We are licensed in Singapore, Indonesia, Thailand, and registered in Malaysia. We are backed by Sequoia India and Softbank Ventures Asia Corp amongst many others and provides business financing to small and medium-sized enterprises (SMEs), which is crowdfunded by individual and institutional investors. And here at Funding Societies | Modalku we live by our core values:

- **Grow Relentlessly**: Strive to become our best, most authentic selves.
- **Enable Teamwork, Disable Politics**:Only by forging togetherness, we help each other succeed.
- **Test Measure Act**: Stay curious and reinvent ourselves, through innovation and experimentation.
- **Focus on Impact**:Create impact through bias for action and tangible results.
- **Serve with Obsession**:Build win-win relationships for the long-term by having a customer obsession.

**What you will do**:

- Continually improve customer resources via FAQs, guides for both SG and MY
- Respond to tickets across ASANA, intercom, facebook, phonecalls.
- Respond to both CardUp and Elevate
- Maintain cross team SLAs (Marketing Campaigns, Commercial B2B and B2C)
- Ticket resolution within 4 hours
- Maintain best in class NPS Scores and Google Reviews
- Scale Elevate payments with CS support for self serve.

**Requirements**:
**What we are looking for**:

- Detail orientedness
- Strong sense of accountability and responsibility
- Independence with little monitoring - adherence to SLAs and completion of given projects within deadlines
- Ability to work with changes in direction, and high tolerance towards pressure (high ticket volumes)

**You will shine if you have**:

- Experience in customer experience and operations
- Experience in startups

**What it is in for you**:

- Autonomy and ownership
- Ability to contribute ideas and contribute to the company
- Strong recognition process

**Benefits**
- **Time off**:

- We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
- **Flexible Working** - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
- **Medical Benefits** - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back for their loved ones too.
- **Mental Health and Wellness** - We understand that our team productivity is directly linked to our mental and physical health. Hence we have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit
- **Learning & Development** - We believe learning should never end and we support everyone with curated learning programs on our internal learning platform.
- **Tech Support** - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

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