Involve Asia is seeking a proactive and customer-focused Customer Support Associate to deliver exceptional service to our affiliates and brand partners. This role is responsible for managing customer inquiries, resolving platform-related issues, and ensuring a seamless user experience.
The ideal candidate is detail-oriented, tech-savvy, and passionate about helping customers succeed in a fast-paced digital environment.
Key Responsibilities:
- Respond to customer inquiries via email, chat, and ticketing systems in a timely and professional manner
- Provide accurate guidance on platform features, tracking, payments, and campaign-related matters
- Troubleshoot basic technical issues and escalate complex cases to relevant internal teams
- Monitor support tickets to ensure timely resolution within SLA
- Assist affiliates and advertisers with onboarding and account setup
- Maintain detailed records of customer interactions
- Identify recurring issues and suggest process improvements
- Collaborate with internal teams (Tech, Finance, Ops, Account Management) to resolve customer concerns
- Contribute to knowledge base articles and FAQs
Qualifications:
- 12 years of experience in customer support, client servicing, or related role
- Strong verbal and written communication skills
- Excellent problem-solving and multitasking abilities
- Comfortable working with CRM systems and support tools
- High attention to detail and organizational skills
- Ability to work independently and in a team environment
- Experience in digital marketing, affiliate marketing, or tech platforms is a plus
- Proficient in Microsoft Office (Word, Excel & PowerPoint) & Google Workspace (Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, Forms, etc.)
- Adaptable to fast-changing environments and evolving job scopes
- Willingness to accept relocation, role changes, or reassignment based on business needs
