Job Description
We’re looking for a customer-focused and solution-driven
Customer Success Associate
to join our dynamic Fastwork Indonesia team and help elevate the experience of Southeast Asia’s most powerful freelancing platform. As the No.1 Everything Store for Services in the region, we’re transforming how clients and freelancers collaborate and succeed. In this role, you will be instrumental in supporting users, resolving platform-related challenges, facilitating dispute cases, and ensuring smooth operations across multiple touchpoints. You will work closely with cross‑functional teams, provide insights that shape platform improvements, and help build a trustworthy and seamless environment for our users.
Responsibilities
Provide fast, accurate, and friendly customer assistance through chat, email, and ticketing tools.
Support users with inquiries related to orders, payments, disputes, account access, and platform functionality.
Actively listen to customers to understand issues, clarify questions, and deliver clear, empathetic solutions.
Handle sensitive or high‑pressure cases with professionalism, emotional control, and conflict resolution skills.
Maintain detailed case documentation, ticket notes, and ensure all tasks meet SLA requirements.
Investigate dispute cases between freelancers and clients, ensuring fair and policy‑aligned outcomes.
Analyze evidence, enforce guidelines, and communicate decisions in a clear and neutral manner.
Escalate complex cases with complete context and proposed recommendations when needed.
Moderation & Quality Review
Review and moderate post‑production content (e.g., profiles, service listings) based on Fastwork guidelines.
Identify content issues including duplication, policy violations, inaccuracies, or quality concerns.
Ensure approved content adheres to platform standards and maintains originality and accuracy.
Collaborate with Operations, Product, and Finance teams to resolve cross‑functional cases.
Report recurring user issues, product bugs, or policy violations with context and supporting details.
Contribute to Help Center articles, FAQs, and template responses to enhance user self‑service.
Provide feedback and customer insights to improve platform experience and service quality.
Support internal QA audits and continuous improvement projects as assigned.
Qualifications
Bachelor’s degree in any field.
1–3 years of experience in customer support, operations, or similar roles.
Strong written and verbal communication skills in Bahasa Indonesia.
Good proficiency in English for internal communication.
Customer‑oriented mindset with strong empathy and problem‑solving abilities.
Ability to handle conflict situations calmly and objectively.
Ability to manage multiple cases simultaneously in a fast‑paced environment.
Organized, detail‑oriented, and responsible in documenting case information.
As we continue to grow fast, we strive to retain our culture where everyone is heard, contributes, and grows with the company.
Work‑life Harmony
We believe that quality time outside of work is important to sustaining a healthy and happy lifestyle.
Remote Work
Hybrid‑mode activated! It comes with the package: flexibility, focus and productivity!
One breath from Phrom Phong BTS. No sweat whatsoever! The office should also feel like a second home so we dedicated a lot of care and resources into building the best environment for you to wake up to every morning.
The best relationships are built over new experiences, that’s why we have workshops filled with a range of activities for you to look forward to and enjoy.
Game Tournament
It’s getting fun and competitive! Challenge doesn’t only have to come from work. Own the championship and show the peeps how great of a gamer (and player) you are.
Group Insurance
Health comes first, we know, don’t worry, we’ve got you covered.
Only a healthy army wins the war. We invest to take care of you from physical, mental and happiness‑level. Adopted health & wellness applications plus activities to make sure everyone here is on cloud nine
Having full ownership and never stop exploring! We always make sure that everyone has the opportunity to lead and own. At Fastwork, you’ll never be just a number or a role, you will experience a career that makes the most of your passions and talents.
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