Location: Kuala Lumpur, MY
Department: Customer Experience
Role: Customer Experience Associate
Mode: Full-time role
About Aelyst
Aelyst is an AI-powered omnichannel CRM and messaging automation platform built for SMBs in Indonesia and Malaysia. We help businesses capture, convert, and retain customers across WhatsApp, Instagram, and every channel their customers already use — all from one inbox, powered by AI agents that actually close deals.
We are a lean, fast-moving team building for the fastest-growing SMB market in Southeast Asia. Join us and help shape how millions of businesses talk to their customers.
Our Culture
- Solve Real Problems: Every feature must solve a real customer pain point. No guesswork — just feedback and shipped value.
- The 80/20 Rule: We focus on the 20% of work that creates 80% of the value. Simple is powerful.
- Be Direct: Honest feedback, problems tackled head-on. Clarity moves us forward.
- Own It: We step up, help out, and drive outcomes — together.
- Speed Is a Feature: We ship fast, learn fast, and fix fast.
Role Description
You will be the friendly, sharp first line for Aelyst customers — helping SMB owners across Indonesia and Malaysia get real value from the platform, from onboarding through daily use. Your job is simple to state and hard to do well: make every customer interaction feel effortless.
Responsibilities
- Deliver high-quality, fast support to customers via chat, email, and WhatsApp — using Aelyst itself as your daily tool
- Guide new customers through onboarding: channel connections, inbox setup, and first automations
- Resolve product questions with a full understanding of features and each customer's business context
- Spot recurring pain points and feed structured insights to the Product team
- Maintain and improve our help center articles and self-serve resources
- Empower customers to self-serve so they succeed without waiting on us
Qualifications
- 1+ years in customer support, customer service, or a customer-facing SaaS role
- Excellent communication in English and Bahasa Indonesia and/or Malay
- Ability to explain product concepts clearly to non-technical business owners
- High empathy and patience — you genuinely like helping people
- Comfortable with messaging platforms (WhatsApp Business, Instagram DM) and learning new software fast
- Team-oriented mindset with a hunger to learn and take on more
What's In It For You
- You will be part of a small team with real ownership — your work ships to customers, fast.
- You will grow more here than you would anywhere else. That is a promise.
- A highly competitive compensation package.
- Flexible working environment and working hours that fit your lifestyle.
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