Customer Support Executive (junior) - Remote Eligible

Junior Customer Support Executive

Kegmil is revolutionizing the way mission-critical facilities and assets are repaired and maintained via complex systems of people and processes. We are on a mission to empower millions of deskless field service professionals in Southeast Asia with technology and data to supercharge their operational efficiency and service performance. Our cloud-based, mobile-first, and AI-powered SaaS platform intelligently automates and optimizes field activities for maintenance heroes who keep our world running across industries from elevator to data center equipment servicing.

Role Overview

We are looking for a Junior Customer Support Executive who is passionate about helping customers succeed with our SaaS product. In this role, you will be the frontline expert, ensuring users receive timely, accurate, and technical assistance. You will not just "answer questions" but act as a bridge between our B2B clients and the Product team, troubleshooting complex workflows and driving product adoption to ensure long-term customer success.

What You'll Do

SaaS Omnichannel Support: Provide professional technical support via WhatsApp, Email, and other channels, ensuring a deep understanding of the customer's business context.

Technical Troubleshooting: Investigate, reproduce, and resolve product-related issues. Guide users through complex SaaS workflows and feature configurations.

Onboarding & Adoption: Partner with customers to ensure they successfully onboard and fully utilize new features of the Kegmil platform.

Incident Escalation: Document technical bugs and feature requests clearly for the Product and Engineering teams. Follow through until the customer's issue is fully resolved.

Knowledge Management: Build and maintain the SaaS Knowledge Base (FAQs, help articles, video tutorials, and internal scripts) to empower self-service.

Metrics & Analytics: Monitor and meet core SaaS support KPIs, including Response Time, Resolution Time, and CSAT (Customer Satisfaction).

Product Insights: Provide weekly reports on customer feedback and common friction points to help shape the Product Roadmap.

What You'll Need

Must have:

Experience: At least 1 year of experience in a Customer Support or Customer Success role within a Tech/SaaS company.

Language: Excellent English (Written & Spoken) – as you will be interacting with regional users and a global product team.

Technical Aptitude: Strong logical thinking to analyze software behavior, understand APIs/integrations (basic level), and create troubleshooting steps.

SaaS Mindset: A proactive, problem-solving approach with a focus on user experience and long-term retention.

Communication: Exceptional interpersonal skills to translate technical jargon into simple, actionable instructions for non-tech users.

Nice to have:

Familiarity with B2B SaaS metrics (SLA, CSAT, NPS, Churn).

Experience using support tools like Zendesk, Intercom, HubSpot, or Jira.

Background in Field Service Management or Industrial Maintenance industries.

Why You'll Love Working Here

Real Ownership: Take full responsibility for the customer experience of a business-critical SaaS product from day one.

Elite Culture: Work in a supportive, product-driven environment that values logic, clarity, and results over hierarchy.

Enterprise Exposure: Gain direct exposure to enterprise-level B2B workflows and see the real-world impact of your work on large-scale operations.

Career Fast-track: Clear growth opportunities into Senior CS, Product Operations, or Customer Success Management roles as we scale.

Full Support: Competitive salary, flexible work-from-home options, and a clear path for professional development in the SaaS industry.