Customer & Business Support Associate

About KaChick

KaChick is building tools and experiences that help people create, capture, and keep meaningful memories.

For photographers, KaChick helps reduce repetitive customer-enquiry work through a smart AI Assistant. The Assistant uses a photographer's business information—such as services, packages, pricing, locations, policies, portfolio links, and FAQs—to support customer conversations and guide people toward making an enquiry or booking.

KaChick is also building a platform where photographers can turn their craft and local knowledge into discoverable, bookable photo experiences for travellers, families, couples, and visitors.

Our belief is simple:

Technology should make more room for human moments.

We automate the boring. Not the love.

We are starting with selected cities across Asia, including Japan, Indonesia, Hong Kong, and Singapore.

The role

We are looking for a proactive, organised, and customer-focused Customer & Business Support Associate with around 2–3 years of relevant experience.

You will work directly with the founder to support KaChick's photographers, customers, and daily business operations. You will help ensure that people receive clear, friendly, and timely support—from their first question through to enquiry, booking, onboarding, setup, and follow-up.

This is not a traditional call-centre role. You will be expected to understand the customer journey, think proactively, solve problems calmly, improve support processes, and help KaChick operate more effectively as we grow.

You will help people move through the KaChick journey:

Discovery → Enquiry → Response → Sign-up or booking → Setup or confirmation → Successful experience → Follow-up, referral, and advocacy

What you will do

Customer support and enquiry management

• Respond to customer enquiries through email, WhatsApp, Instagram DMs, website forms, and other approved channels.
• Help customers understand KaChick's photography services, photo experiences, photographers, cities, packages, pricing, policies, and booking or enquiry process.
• Speak with customers looking for photographers for travel, couples, families, proposals, events, portraits, and other meaningful occasions.
• Understand customer requirements such as city, preferred date, occasion, group size, style, budget, language, and practical needs.
• Guide qualified enquiries to the right photographer, photo experience, booking route, or internal team member.
• Follow up with customers who need support completing an enquiry, booking request, confirmation, or next step.
• Handle common questions, changes, and issues in a calm, friendly, and professional way.
• Escalate urgent, sensitive, technical, financial, or reputation-sensitive matters promptly.
• Keep accurate records of conversations, enquiry status, actions, follow-up dates, and outcomes.

Photographer support and onboarding

• Support photographers through KaChick sign-up, profile completion, service setup, AI Assistant setup, and customer-enquiry readiness.
• Help photographers provide clear and accurate information about services, packages, pricing, locations, booking policies, delivery details, availability rules, portfolios, and FAQs.
• Help photographers understand how KaChick can support customer enquiries, booking pathways, profile visibility, and future promotion opportunities.
• Follow up with photographers to complete important setup steps and resolve onboarding blockers.
• Review photographer information for completeness, customer friendliness, accuracy, and consistency.
• Identify missing details, unclear packages, broken links, outdated prices, confusing policies, and incomplete portfolio information.
• Respond to routine photographer questions about profiles, content, customer enquiries, and KaChick tools.
• Build trusted relationships with photographers and gather practical feedback on their experience.

Booking and business operations

• Support customers and photographers through enquiry, booking request, confirmation, change, and follow-up processes.
• Help ensure customer-facing information is correct and consistent across profiles, landing pages, forms, FAQs, messages, and social channels.
• Coordinate routine communication between customers, photographers, and the KaChick team.
• Maintain organised trackers for customer enquiries, photographer onboarding, support cases, booking status, content requests, and follow-ups.
• Help prepare customer handover notes and ensure photographers receive relevant booking or enquiry details.
• Support quality checks for photographer profiles, photo experiences, enquiry forms, booking pathways, links, and customer communications.
• Assist the founder with day-to-day business coordination, launch preparation, customer operations, and follow-up.

Process improvement and customer insight

• Maintain and improve customer-support templates, FAQs, standard replies, onboarding guides, and internal checklists.
• Identify repeated questions, objections, complaints, and issues from customers and photographers.
• Turn recurring feedback into practical recommendations for product improvements, better onboarding, clearer messaging, and stronger support materials.
• Test customer and photographer flows, including sign-up, profile setup, AI Assistant setup, enquiry forms, booking routes, landing pages, and links.
• Report product or operational issues clearly, including what happened, who was affected, urgency, and recommended next steps.
• Prepare concise weekly updates covering customer feedback, open cases, common blockers, photographer issues, and priorities for improvement.

What success looks like

Within the first few months, you will help KaChick become more responsive, reliable, and easier to use for both customers and photographers.

Success includes:

• Customers receive clear, friendly, and timely replies.
• Customer enquiries are accurately qualified, tracked, followed up, and directed to the right photographer or booking route.
• More photographers complete their profile, services, customer information, and AI Assistant setup.
• Customer-facing information becomes more accurate, complete, and consistent.
• Repeated questions are reduced through better FAQs, templates, onboarding, and product improvements.
• Support issues are documented and escalated before they become bigger problems.
• The founder spends less time manually chasing replies, organising information, and managing routine follow-ups.
• KaChick develops stronger insight into customer needs, photographer needs, and product opportunities.

Who you are

Essential requirements

• Around 2–3 years of experience in customer support, customer success, account management, operations, marketplace operations, hospitality, travel services, business support, community management, sales support, or a related role.
• Excellent spoken and written English.
• A strong customer-service mindset and the ability to communicate warmly, clearly, and professionally.
• Excellent organisational skills, attention to detail, and reliable follow-through.
• Comfortable managing multiple customer conversations, tasks, deadlines, trackers, and follow-ups.
• Able to write clear and personalised emails, DMs, WhatsApp messages, FAQs, onboarding messages, and support replies.
• Comfortable speaking directly with customers, photographers, creators, and partners.
• Calm, practical, and solution-oriented when handling questions, complaints, misunderstandings, and changing circumstances.
• Good judgement about when to resolve an issue independently and when to escalate it.
• Curious about users and able to identify useful insights from conversations, feedback, and simple data.
• Comfortable working directly with a founder in a fast-moving startup environment.
• Willing to be hands-on: reply to a customer message, follow up with a photographer, test a booking flow, update a tracker, organise a call, investigate an issue, and summarise what you learned.
• Interest in photography, travel, local experiences, creator tools, AI, marketplaces, hospitality, events, social media, or digital products.

Nice to have

• Experience in a marketplace, travel, hospitality, tourism, event, photography, creator-economy, SaaS, e-commerce, or consumer-app business.
• Experience supporting photographers, creators, freelancers, merchants, hosts, influencers, or independent service providers.
• Experience handling customer enquiries through Instagram, WhatsApp, email, website chat, or CRM systems.
• Experience using Airtable, Notion, Asana, Google Workspace, Figma, Canva, CRM systems, help-desk tools, analytics tools, or AI tools.
• Experience managing bookings, reservations, schedules, enquiries, account setup, or customer-service workflows.
• Ability to prepare simple Canva assets or maintain clear support documents.
• Experience in Hong Kong, Japan, Indonesia, Singapore, or wider APAC markets.
• Cantonese, Mandarin, Japanese, Bahasa Indonesia, or another relevant regional language.

Why join KaChick

You will join KaChick at an early stage, where your work will directly shape the experience of real customers and photographers.

You will help support people during meaningful moments: a family trip, proposal, celebration, first visit to a new city, or a photographer building their independent business.

This role is ideal for someone who enjoys helping people, keeping operations organised, improving messy processes, and contributing to a thoughtful product at the intersection of AI, photography, travel, and human connection.