Customer Experience Specialist

Here at Ailytics, we’re building AI solutions to envision a safer world. By combining computer vision and predictive analytics, we enable organizations to proactively identify risks, optimize processes, and ultimately save lives. Our platforms are currently deployed all over the world, covering more than 300 million square meters!  

As a Customer Experience Specialist, you’ll be the primary liaison between our clients and our internal teams. While this role is situated in our office at Jakarta, our clients are located all around the world. Professional fluency in English will be a must have for this position.

What You Will Be Doing

• Act as the primary liaison between customers and internal teams, ensuring smooth communication and timely resolution of issues.
• Track, prioritise, and manage customer requests and needs, ensuring they are addressed effectively and consistently.
• Identify recurring pain points and propose improvements to enhance the overall customer experience.
• Clearly convey customer feedback, issues, and requirements to the relevant internal stakeholders (engineering, product, operations, etc.) with actionable details.
• Communicate technical and product information back to customers in a clear and understandable manner.
• Maintain strong relationships with customers by understanding their unique needs, usage patterns, and expectations.
• Assist in documenting customer insights and contributing to the continuous improvement of processes and services.
• Collaborate closely with cross-functional teams to align on customer priorities and deliverables.

Our Ideal Requirements

• Strong English communication skills, both written and verbal, with the ability to explain complex issues clearly to diverse audiences.
• Ability to multitask and manage multiple customer accounts and requests simultaneously.
• Organised and detail-oriented, with strong tracking and documentation skills.
• Proactive mindset, with the ability to identify issues early and suggest improvements.
• Customer-first attitude, with a focus on empathy, patience, and responsiveness.
• Previous experience in customer support, success, or operations is a plus.
• Ability to speak a second or third language such as Indonesian and Mandarin is highly beneficial.

Why Work At Ailytics?

• This is an opportunity to create lasting impact and explore the intersection of AI and safety.
• We’re a start-up that’s still in its early stages. If you’re looking for an environment where you can really make an impact, this is it.
• We value strong standards, high transparency, and low egos. Let us know if this sounds like you.

Hey you, check out our other openings here!