Customer Success Associate

Tanggung Jawab

Job Descriptions

• Build and maintain strong relationships with enterprise customers.
• Guide merchants in adopting and understanding Durianpay’s products and features.
• Act as the main point of contact between merchants and internal teams (Tech, Product, Business Development).
• Conduct regular check-ins and review sessions with customers to identify needs and opportunities.
• Mediate issues calmly and professionally, offering clear and empathetic communication.
• Giving feedback and maintain helpful documentation like FAQs and knowledge bases.

Kualifikasi

Requirements

• Bachelor’s degree in Engineering, Finance/Accounting, Computer Science, or a related field.
• Minimum 1 year of experience in customer-facing roles (experience in fintech is a plus).
• Business-level fluency in both English and Bahasa Indonesia.

Strong written and verbal communication skills

• Able to adapt tone and style based on the audience.
• Clear and structured when conveying ideas.
• Comfortable using English as the primary work language.

Basic technical understanding

• Familiar with concepts like APIs and system integration.
• Able to support technical discussions and relay accurate information.

Solid product knowledge

• Quick to understand features, limitations, and integration points.
• Acts as a reliable bridge between merchants and product/tech teams.

Strong critical thinking

• Proactively identifies problems and resolves what they can.
• Able to reframe issues clearly to reduce miscommunication and speed up resolution.
• Detail-oriented, agile, and analytical.
• Willingness to work on weekends, public holidays, and night shifts.