About the Job
As a Customer Success Operations Intern at Ajaib, you will be supporting our service reliability, ensuring every critical user concern is tracked and resolved with precision and in a timely manner. You will manage the end-to-end case escalations, facilitate seamless coordination across internal teams, and help maintain the high standards of communication that uphold our users' trust.
Key Responsibilities
- Monitor and track all incoming complaints and mass case escalation issues to ensure 100% visibility and timely resolution.
- Update and maintain real-time case statuses in internal trackers, including Google Sheets and Slack threads, ensuring data accuracy.
- Actively follow up and provide reminders to relevant internal teams regarding pending or unclosed cases to meet service-level agreements (SLAs).
- Draft communication responses for compliance approval, including call scripts and email templates, to ensure professional and legally sound user interactions.
- Support the Customer Success team in various administrative tasks to maintain overall operational excellence.
Requirements
- Final-year student or Fresh Graduate from any major (Business Administration, Communications, or related fields are a plus).
- Meticulous and organized, with a strong attention to detail and a "no-error" mindset. Able to manage repetitive tasks with high accuracy and consistency.
- Proficient in Google Sheets / Microsoft Excel (basic to intermediate level for data tracking).
- Strong written communication skills, with the ability to draft clear and professional messages.
- Fast learner who can adapt quickly to a high-volume, high-pressure, and fast-paced startup environment.
- Strong time management and proactive follow-up skills to ensure tasks are completed from end-to-end.
Good-to-have
- Basic understanding of Indonesian fintech or investment regulations (OJK/Bappepti).
- Familiarity with CRM or ticketing systems (e.g., Zendesk, Freshdesk) or prior experience in a Customer Success role.
Benefits
Join us as we make magic happen to increase Indonesia’s financial inclusion!
Top Skills
What We Do
Founded in 2019, Ajaib is a rapidly growing investment platform in Indonesia. It offers financial technology services such as stock trading, mutual funds, and coins. The simplicity of investing through Ajaib inspired our name, which means "magic," as we aim to disrupt the financial industry magically.
Our goal is to make stock trading accessible to millennials with our mobile-first approach, low fees, and user-friendly interface. Ajaib has become Indonesia's first fully online stock brokerage, with no offline brokers or branches.
Trusted by over 3 million customers, we are the fastest-growing investment startup in Southeast Asia. Backed by top investors like DST Global, Horizons Ventures, and Alpha JWC Ventures, we proudly became Indonesia's first investment fintech unicorn.
