Customer Experience

Background

Nikel is a fintech improving access to financial services for banks and non-banks. Through technology and advanced analytics, we offer a range of products to our customers in Indonesia. Our mission is to drive business growth by providing secure, efficient, and inclusive financial solutions.

Role

The Customer Experience Team is responsible for supporting and ensuring the ongoing performance of our B2B customers through a blend of customer support and customer success initiatives. This role involves addressing technical inquiries, resolving issues efficiently, monitoring product performance, and proactively guiding customers to achieve their desired outcomes using Nikel's solutions.

Responsibilities

• Act as the first point of contact for customers’ technical and operational queries.
• Diagnose, troubleshoot, and resolve product-related issues.
• Collaborate with internal Product and Tech teams to escalate and resolve complex issues promptly.
• Proactively identify opportunities for customers to maximize value from Nikel’s solutions.
• Provide guidance and training to customers on product features, updates, and best practices.
• Identify patterns in customer issues to provide feedback to Product and Tech teams for product improvement.
• Develop and update knowledge base articles, FAQs, and customer-facing resources.
• Contribute to process improvements to optimize customer support and success workflows.

Qualifications

• Bachelor’s degree in Business, Technology, or a related field.
• 3+ years of experience in a customer support, customer success, or related client-facing role, preferably in a B2B tech environment.
• Familiarity with fraud detection systems, LOS/LMS, or fintech platforms is a strong advantage.
• Strong analytical and problem-solving skills, with the ability to resolve technical issues efficiently.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple customer relationships simultaneously while prioritizing tasks effectively.
• Proficiency with tools such as Jira, Confluence, CRM systems (e.g., HubSpot, Salesforce), and project management software.

Benefits

• Competitive salary and performance-based bonuses.
• Health insurance and wellness programs.
• Opportunities for professional development and career growth.
• Paid time off, including holidays and personal days.
• Collaborative and inclusive company culture.