About AIFIAN

AIFIAN is at the forefront of transforming real-world asset investment globally. Our mission is to democratize access to smart investment opportunities, leveraging advanced technology to bridge traditional finance and modern accessibility. Following our successful soft launch in Taiwan in 2023, focusing on the burgeoning market of liquor investments, we've captured significant enthusiasm. As we prepare to scale our operations internationally, we're expanding our team to champion AIFIAN's vision worldwide.

About the Role

As a Customer Success Specialist at AIFIAN, you will be a crucial point of contact between our customers and the product, ensuring that users successfully navigate our offerings and achieve their desired outcomes. Your responsibilities will include troubleshooting user issues, gathering feedback, and actively contributing to the improvement of user experiences. You will collaborate closely with product and operations teams to ensure customer satisfaction is consistently at the forefront, while leveraging customer insights and feedback to help shape and influence business strategy.

What You'll Do

• Provide account services and manage customer interactions through text-based support and automated customer service systems.
• Resolve any issues related to product interaction, ensuring customers successfully use the product.
• Collect and analyze user feedback, proactively identifying problems and potential optimizations. Use quantitative and qualitative data analysis to support ideas and push for process or product improvements.
• Regularly prepare customer service analysis reports, sharing insights with colleagues to drive improvements across teams.
• Manage, maintain, and periodically update project documentation.
• Support the creation and optimization of automated systems for user self-service and issue resolution.
• Collaborate with Product and Engineering teams to address customer feedback and align product improvements with user needs.

Tools You Will Use

• Support Systems: Intercom, JIRA
• Communication Tools: Slack, Notion
• Data Analytics Tools: Mixpanel, Google Analytics

What We Look For

• Strong satisfaction in solving user problems and improving their experience with the product.
• Keen eye for identifying issues and proactively pushing forward with optimization processes, tracking progress through to resolution.
• Attention to detail with the ability to quickly familiarize yourself with product functionality and core user issues, ensuring problems are effectively resolved.

At AIFIAN, we foster a collaborative environment devoid of traditional hierarchies. Titles and tenure are set aside as we let our accomplishments speak for themselves. We operate as a united team with a shared objective, constantly pushing each other to excel. Every team member is regarded as a decision-maker, holding autonomy and trust. We believe in the capability of our partners to shoulder responsibilities and contribute their best efforts.

面議（經常性薪資達4萬元）