Customer Support (AI Support Experience - Chinese & Malay Speaking)

About Us
LittleLives is a fast-growing EdTech SaaS platform, powering thousands of preschools across Singapore, Malaysia, Vietnam, and Indonesia. With $3M+ ARR and strong growth targets, we’re redefining how early childhood education is managed across the region.

Your Mission
Lead the next evolution of customer support—scaling smart, AI-first support operations across Southeast Asia while keeping customer happiness at the core.

What You’ll Do

• Design AI-driven support flows to resolve 80%+ of queries automatically

• Optimize multilingual, multi-timezone support for thousands of users

• Build smart ticketing, self-service tools, and knowledge bases

• Drive feedback loops to improve product, reduce churn, and enhance onboarding

• Collaborate with Product, Engineering, and Customer Success teams

• Own metrics: CSAT >90%, First Response <2 hrs, AI Resolution >80%

What We’re Looking For

• 5+ years in support automation (SaaS/Tech/Education preferred)

• Experience launching chatbots, AI workflows, and multilingual support

• Skilled with tools like Zendesk, Intercom, Freshdesk, and CRMs

• Data-driven with strong problem-solving skills

• Southeast Asia experience and strong cross-cultural communication

Why Join Us

• Shape the future of AI-first EdTech support

• Meaningful work impacting thousands of preschools and children

• Flexible, remote-friendly team across Asia

• Competitive salary + equity growth