Monroe Consulting Group is hiring on behalf of our client, a pioneering logistic optimization platform supporting industries like retail and FMCG/CPG - is currently seeking an experienced and driven Customer Success Engineer to join their growing team. This organization has empowered enterprises to execute over a billion deliveries across 30+ countries.

Roles and Responsibilities

Interact with customers via telephone, email, and chat to resolve complex support issues and manage various account functions.
Communicate complex technical topics in clear, understandable written and spoken English with customers through tickets, calls, etc.
Troubleshoot and resolve inbound customer inquiries while delivering exceptional service.
Become an expert on the Locus platform and educate customers on best practices.
Investigate and escalate critical issues to relevant stakeholders across the organization.
Collaborate with the Customer Success team to share important customer updates.
Contribute to Help Centre articles and curate existing content for customer self-service.
Analyze SLAs, response times, and open tickets to develop frameworks for improving support.
Provide KPI data and trend reports on an ad-hoc, weekly, and monthly basis; improve phone/ticket processes for better resolution and escalation flow.
Execute team initiatives to enhance internal processes and overall customer experience.

Who Would Fit the Role?

3-4 years of experience in a customer-facing support role.
Fluent in reading, writing, and speaking English & Bahasa.
Strong business writing skills, grammar, and communication mechanics.
Demonstrable problem-solving and troubleshooting abilities with logical thinking.
Technical aptitude to quickly grasp technical and business concepts.
(Good to have) Understanding of SaaS products or the logistics tech industry.
Proficient in Microsoft Excel.
Willing to work flexible hours to support clients 24/7.
(Preferred) Experience working with REST APIs.
(Preferred) Experience using Freshdesk Ticketing.