Customer Service Enhancement: Responsible for enhancing the overall customer service experience through product improvements and operational strategies, identifying opportunities to improve customer satisfaction and journey efficiency.
Cross-Functional Stakeholder Management: Collaborate with cross-functional stakeholders across various Monee products to ensure alignment, seamless integration, and a consistent user experience with clear end-to-end customer journeys.
Feature & Product Launch Management: Monitor and support feature and product launches, ensuring readiness across product, operations, and relevant stakeholders while tracking post-launch performance and identifying areas for improvement.
Product & Operational Improvement: Translate customer insights, operational challenges, and business needs into actionable product and process improvements to enhance service quality and overall user experience.
Performance Monitoring & Optimization: Track key product/customer service/customer experience metrics to identify gaps, evaluate the impact of enhancements, and drive continuous improvements.
Requirements
Min of 4 years of experience in Customer Service.
Strong ownership mindset with ability to manage initiatives independently from ideation to execution.
Exceptional problem-solving skills with meticulous attention to detail - critical given compliance/regulatory sensitivity.
Proven ability to communicate and manage cross-functional stakeholders across technical, operational, and compliance domains.
Practical knowledge of AI/ML concepts and hands-on experience prototyping or building operational solutions with modern AI tools and LLMs.
Professional fluency in English and Bahasa Indonesia.
High agility to adapt and deliver key project deliverables in a dynamic, regulation-sensitive environment.
