Customer Experience Specialist

🚀 CX Specialist – Deliver seamless support that builds trust in every trade.

A LITTLE ABOUT US 🤔

At Gotrade, we're on a mission to make investing simple, engaging, and accessible for everyone in Indonesia. We build products that remove the friction, jargon, and intimidation that keep people on the sidelines, so anyone can own a piece of the companies they believe in.

Great support is at the heart of making investing accessible. That’s where you come in: as a CX Specialist, you’re the human voice that helps users navigate their financial journey with confidence, turning moments of confusion into moments of trust.

ABOUT THE ROLE 🎯

We’re looking for a CX Specialist who will be the first line of support for our growing community of investors—resolving issues, answering questions, and making sure every interaction leaves the user feeling heard and helped. This role is perfect for someone who is empathetic, solutions-focused, and thrives in a fast-moving, shift-based environment where no two days are the same.

📍 Location: Full-time, remote in Indonesia.

💼 Key Responsibilities

● Own end-to-end customer interactions across chat, email, and social channels, ensuring every query is resolved with accuracy and warmth.

● Investigate and troubleshoot trading, account, and technical issues, collaborating with product and engineering when deeper investigation is needed.

● Build and maintain deep product knowledge, including the investment products, regulatory context, and market mechanics that shape our users’ experience.

● Monitor user sentiment and feedback trends, surfacing actionable insights that help us improve the product and reduce repeat contacts.

● Guide users through critical moments—onboarding, deposits, withdrawals, and placing first trades—and proactively flag points of friction.

● Execute a shifting schedule that includes weekend coverage, ensuring we’re there when our users invest, while maintaining a healthy work rhythm through fewer working days in the week.

● Document recurring issues and contribute to the internal knowledge base, helping the entire team get faster and smarter over time.

🔍 Ideal Candidate Profile

● You’re deeply empathetic and treat every customer interaction as an opportunity to build loyalty, not just close a ticket.

● You’re a structured problem-solver who can diagnose an issue, think critically, and communicate the solution clearly without jargon.

● You’re comfortable working independently in a remote setup and can stay focused and responsive across shifting hours.

● You thrive under pressure—when a user is frustrated, you stay calm, de-escalate, and turn the situation around.

● You take ownership of your own learning, picking up product and domain knowledge fast, and you’re proactive about sharing what you learn with the team.

💪 Requirements

● 2+ years of experience in customer service, customer experience, or client-facing support, ideally in banking, fintech, or financial services.

● Fluent written and spoken Bahasa Indonesia; English proficiency is a strong plus.

● Experience using a CRM or ticketing platform (e.g., Zendesk, Freshdesk, Intercom) and comfortable working with web and mobile apps.

● Willing and able to work a shifting schedule that includes weekend shifts, with adjusted weekly working days to maintain balance.

Why You Should Join Us 🚀

✔ Meaningful Impact – The support you provide directly shapes how everyday Indonesians experience investing, often for the first time.

✔ Ownership & Autonomy – We hire adults who care, then give them the space to make decisions, improve workflows, and raise the bar.

✔ Top-Tier Team – You’ll work alongside a lean, high-performance team that values craft, speed, and direct communication.

✔ Learning & Growth – Deep exposure to fintech operations, product thinking, and the Indonesian capital market, with room to grow as the company scales.

👉 Apply now and help shape the future of investing with Gotrade.