Customer Support and Insight

About GentlyGently is a fast-growing personal care brand for babies and kids in Indonesia, committed to gentle formulas, proven efficacy, and promoting a health-conscious lifestyle for families.We move fast because the needs of millions of Indonesian children can’t wait. At Gently, we value clarity, ownership, and impact and we believe strong decisions start with strong data.

We are looking for a proactive Customer Support who can not only handle customer inquiries but also take ownership of customer insights and help improve overall customer experience.

What We’re Looking ForBachelor’s degree in Business Administration, Management, Communication, or Information Systems (plus point)1–3 years of experience in Customer Service, Customer Support, or related rolesExperience in e-commerce, D2C brand, or startup environment is a strong advantageExperience handling customer complaints and cross-team coordination is preferredStrong sense of ownership and responsibilityProactive and willing to learnAble to think both operationally and analyticallyDetail-oriented but also able to see the bigger pictureGood communication and stakeholder management skillsStrong written and verbal communication (Bahasa Indonesia & basic English)Problem-solving and critical thinkingAbility to analyze data and identify patterns from customer feedbackFamiliar with tools like Google Sheets / Excel (basic analysis)Familiarity with helpdesk systems (e.g., Odoo, Zendesk) is a plusAble to work in a fast-paced environment

What You Will DoHandle customer inquiries across channels (WhatsApp, Social Media, Marketplace) for complex or escalated casesMonitor and ensure quality of external CS vendor (response time, accuracy, tone)Manage and track customer issues through the helpdesk system (Odoo)Coordinate with internal teams (Operations, Warehouse, Finance) to resolve issuesIdentify recurring customer issues and root causesPrepare weekly and monthly reports on customer feedback, complaints, and trendsProvide actionable recommendations to improve product, operations, and customer experienceAssist in developing SOPs and improving customer service processes

Why Join UsYour conversations with customers directly shape product improvements and customer experience.Turn real feedback into insights that influence decisions across teams.Work in a brand built on empathy, where data and care go hand in hand.