Kerja Sepenuh Masa, Customer Success Specialist di CloudJoi Federal Territory - Maukerja

Company Description

We started by solving a simple problem: how people find, commit to, and show up for experiences together. Over time, this grew into a trusted ticketing platform powering live events, exhibitions, talks, workshops, festivals, and experiential gatherings across Southeast Asia.

Today, CloudJoi helps people move from “I might go” to “I’m there” with less friction, more confidence, and a better shared moment.

Role Description

CloudJoi supports arts, culture, and live experiences by making ticketing and event operations simple and reliable. As a Support Executive, you’ll ensure organisers feel confident using the platform and are well-supported from onboarding through to live events.This role is ideal for someone who wants to:

• Help organisers succeed after sales are closed
• Guide new organisers through setup and onboarding
• Solve practical problems and improve processes
• Work closely with operations, sales, and product teams

Key Responsibilities

Organiser Onboarding & Setup Support

• Onboard new event organisers after sales handover
• Guide organisers through event setup and configuration on CloudJoi
• Ensure event listings, ticket settings, and basic workflows are correctly configured
• Act as a reliable point of contact during onboarding

Post-Sales Organiser Support

• Support organisers before, during, and after events
• Respond to organiser questions related to setup, configuration, and operations
• Escalate technical or complex issues to the relevant teams when needed

Support Documentation & Operations

• Assist the Operations team in drafting and updating support documentation
• Help create step-by-step guides, FAQs, and internal playbooks
• Identify recurring issues and suggest process improvements

Occasional Customer Support

• Support basic customer enquiries when required
• Coordinate with the Operations team on refunds, changes, or event-related issues
• Ensure clear, polite, and timely communication with patrons

Cross-Team Collaboration

• Work closely with Sales, Operations, Product, and Marketing teams
• Share organiser feedback to improve platform features and support flows
• Support smooth handover between sales and operations

 What We’re Looking For

Mindset

• Patient, helpful, and detail-oriented
• Enjoys problem-solving and supporting others
• Comfortable working with organisers and internal teams
• Responsible and calm under pressure, especially around live events

Skills

• Clear written and verbal communication
• Strong organisational and follow-up skills
• Comfortable working with web-based systems and tools
• Able to explain processes in simple, clear steps

Experience

• Experience in support, operations, customer service, events, or SaaS is a plus
• Fresh graduates with the right attitude and willingness to learn are welcome