Location: Kuala Lumpur, MY
Department: Customer Experience
Role: Customer Experience Program Manager 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 design and run the programs that make Aelyst's customer experience scale: onboarding flows, education content, feedback loops, and the metrics behind them. Where the CX Associate helps one customer at a time, you build systems that help all of them at once.
Responsibilities
- Design and iterate customer onboarding programs that get SMBs to first value in days, not weeks
- Build automated lifecycle campaigns (welcome sequences, activation nudges, win-back flows) using Aelyst's own automation engine
- Own CX metrics: response time, CSAT, activation, and retention — report on them and drive improvements
- Create webinars, guides, and video walkthroughs for the Indonesian and Malaysian market
- Run voice-of-customer programs: surveys, interviews, and structured feedback synthesis for Product
- Coordinate cross-functionally with Support, Sales, and Product to close experience gaps
Qualifications
- 2+ years in customer experience, customer success operations, program management, or lifecycle marketing
- Analytical mindset: comfortable defining metrics, building dashboards, and drawing conclusions from data
- Strong project management skills — you ship programs, not just plans
- Excellent written communication in English; Bahasa Indonesia or Malay is a strong plus
- Experience with CRM, helpdesk, or marketing automation tools
- A builder's attitude: ambiguity excites you, and you create structure where there is none
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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