As a Customer Success Specialist at TANGGapp, you will be the frontline connection between our platform and our users. Your role will focus on ensuring a seamless onboarding experience, fostering user engagement, and providing exceptional support to help customers maximize their use of TANGGapp’s remittance services. This temporary position is designed to address increased user engagement needs and strengthen customer relationships during high-demand periods.

Key Responsibilities:

Onboarding & Customer Engagement

• Assist new users with account setup, KYC verification, and understanding key platform features.
• Provide personalized onboarding experiences to ensure users feel confident navigating TANGGapp.

Customer Support

• Respond to user inquiries via email, chat, and phone support channels.
• Troubleshoot and resolve user issues related to transactions, account settings, and app features.
• Escalate complex issues to technical or management teams as needed.

Retention & Proactive Outreach

• Proactively reach out to users who have not completed their first transaction or who show signs of disengagement.
• Conduct check-ins to gather feedback and address potential barriers to use.
• Support promotional campaigns to re-engage inactive users.

Feedback Collection & Insights

• Document user feedback to identify common issues and improvement opportunities.
• Collaborate with internal teams to advocate for customer-focused enhancements.

Reporting & Analysis

• Use tools like Freshdesk and Metabase to monitor user activity and generate actionable insights.
• Provide regular updates on customer success metrics and trends.

• Strong interpersonal and communication skills.
• Proven experience in customer success, customer support, or a related field.
• Familiarity with CRM and support tools such as Freshdesk and Metabase.
• Ability to work in a fast-paced environment and manage multiple tasks efficiently.
• Problem-solving mindset with a customer-first approach.
• Knowledge of fintech or remittance industries is a plus.

Why Join TANGGapp?

Be part of a mission-driven team dedicated to simplifying cross-border financial transactions. At TANGGapp, you’ll have the opportunity to directly impact our users' experience while working in a dynamic and collaborative environment.

Duration:

This is a temporary position lasting 1 month, with the potential for extension based on performance and company needs