LittleLives is a leading EdTech SaaS company supporting thousands of preschools across Southeast Asia. With over $3M USD in ARR and aggressive growth targets toward $5M ARR, we're transforming how early childhood education centers operate across Singapore, Malaysia, Vietnam, and Indonesia.
As we scale our customer base and expand into new markets, we need a Senior Support Automation Specialist who can revolutionise our customer support operations through AI automation, process optimisation, and exceptional customer experience delivery across multiple time zones and languages.
Lead the transformation of LittleLives' customer support into a highly efficient, AI-first operation that delivers exceptional customer satisfaction while scaling to support thousands of preschools across Southeast Asia. You will build systems and processes that enable 80%+ of queries to be resolved by AI agents while ensuring complex issues receive expert human attention.
Achieve >90% customer satisfaction across all support channels
Implement AI-first support reducing human intervention to <20% of queries
Optimise support costs while improving response times and resolution quality
Scale support operations to handle rapid customer growth
Build comprehensive knowledge management systems that power both AI and human agents
Drive product improvement through systematic feedback collection and analysis
Design and implement AI agent systems trained on LittleLives' comprehensive knowledge base
Automate 80%+ of common support queries including password resets, basic troubleshooting, feature explanations, and account management
Create intelligent ticket routing that escalates complex technical issues to appropriate specialists
Build self-service portals that empower customers to resolve issues independently
Continuously optimize AI responses based on customer feedback and resolution success rates
Implement proactive support triggers that identify and resolve issues before customers report them
Manage support coverage across SEA time zones (Singapore, Malaysia, Vietnam, Indonesia)
Coordinate language-specific support ensuring native or fluent coverage for key markets
Optimize support workflows for different customer segments (Enterprise, Growth, SMB)
Monitor and improve response times with targets: <2 hours first response, <24 hours resolution for standard issues
Manage escalation procedures for critical enterprise clients and complex technical issues
Track and optimize support metrics including CSAT, First Contact Resolution, Average Handle Time
Build and maintain comprehensive knowledge base covering all product features, common issues, and troubleshooting guides
Create automated content updates that keep documentation current with product releases
Train AI systems with accurate, up-to-date information about platform capabilities and limitations
Develop customer education materials that reduce support volume through better onboarding and self-service
Maintain multilingual support resources for Indonesian, Vietnamese, Chinese, Malay, Thai and English-speaking markets
Document complex resolution procedures for human agents handling escalated cases
Partner with Product/Engineering teams to identify and prioritize bug fixes and feature improvements based on support trends
Work with Sales/Customer Success to ensure smooth handoffs and proactive issue prevention
Collaborate with Revenue Operations to track support impact on customer retention and expansion
Support onboarding processes by identifying common new customer pain points and creating resolution workflows
Provide customer insights to inform product roadmap and improvement priorities
Foster a customer-first culture that prioritizes empathy, efficiency, and continuous improvement
5+ years in customer support automation with focus on SaaS, technology, or education platforms
Proven track record implementing AI/chatbot solutions that significantly reduce support costs while improving customer satisfaction
Experience managing multilingual, multi-timezone support operations across Southeast Asia
Strong background in support metrics and optimization including CSAT, FCR, AHT, and cost-per-ticket analysis
Knowledge of modern support tools (Zendesk, Intercom, Freshdesk) and CRM integration
AI/automation implementation experience including chatbot training, natural language processing, and automated workflows
Data analysis capabilities to identify trends, optimize processes, and predict support volume
Understanding of SaaS customer lifecycle and how support impacts retention, expansion, and satisfaction
Process design and optimization expertise with ability to streamline complex workflows
Integration experience connecting support tools with CRM, billing, and product analytics systems
Southeast Asia market experience with understanding of cultural communication preferences and business practices
Language capabilities in English plus Chinese, Malay, Indonesian
Cross-cultural team management experience working with distributed teams across multiple countries
Education or public sector experience understanding the unique needs of preschool administrators and teachers
Customer empathy and communication skills that build trust and resolve conflicts effectively
Customer-Centric Innovation
Obsessed with customer success and continuously improving their experience
Technology-forward thinking that embraces AI and automation to enhance rather than replace human connection
Proactive problem-solver who identifies issues before they become widespread customer pain points
Data-driven decision maker who uses metrics to guide strategy and validate improvements
Operational Excellence
Process optimisation mindset that constantly seeks efficiency improvements without sacrificing quality
Systems thinking that understands how support impacts the entire customer journey
Cost-conscious approach that balances service quality with operational efficiency
Scalability focus that builds solutions designed to handle 10x current volume
Collaboration
Cross-functional collaborator who builds strong relationships with Product, Sales, and Customer Success teams
Clear communicator who can explain complex technical concepts to non-technical stakeholders
Resilient under pressure and maintains high standards during peak support periods or critical issues
Operational Performance
Customer Satisfaction (CSAT): >90% across all channels
First Contact Resolution: >75% for human-handled tickets
AI Resolution Rate: >80% of total queries resolved without human intervention
Response Time: <2 hours first response, <24 hours standard resolution
Cost per Ticket: 40% reduction within first year through automation
Business Impact
Customer Retention: Support contributes to >95% gross revenue retention
Product Improvement: 20+ product enhancements driven by support insights annually
Knowledge Base Usage: 60% of customers use self-service before contacting support
Team Efficiency: 30% improvement in tickets resolved per agent through better processes and tools
As Senior Support Automation Specialist, you'll be at the forefront of LittleLives' transformation into a lean, profitable, and highly scalable EdTech leader. Your work directly impacts:
Customer satisfaction and retention across our entire customer base
Operational efficiency that enables sustainable growth and profitability
Product development direction through systematic feedback collection and analysis
Market expansion success by ensuring new customers receive exceptional support from day one
Competitive differentiation through support quality that exceeds customer expectations
This role offers the opportunity to build something truly innovative - an AI-powered support operation that maintains the personal touch that makes LittleLives special while scaling efficiently across Southeast Asia's diverse markets.