About Gently

Gently 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 For

• Bachelor’s degree in Business Administration, Management, Communication, or Information Systems (plus point)
• 1–3 years of experience in Customer Service, Customer Support, or related roles
• Experience in e-commerce, D2C brand, or startup environment is a strong advantage
• Experience handling customer complaints and cross-team coordination is preferred
• Strong sense of ownership and responsibility
• Proactive and willing to learn
• Able to think both operationally and analytically
• Detail-oriented but also able to see the bigger picture
• Good communication and stakeholder management skills
• Strong written and verbal communication (Bahasa Indonesia & basic English)
• Problem-solving and critical thinking
• Ability to analyze data and identify patterns from customer feedback
• Familiar with tools like Google Sheets / Excel (basic analysis)
• Familiarity with helpdesk systems (e.g., Odoo, Zendesk) is a plus
• Able to work in a fast-paced environment

What You Will Do

• Handle customer inquiries across channels (WhatsApp, Social Media, Marketplace) for complex or escalated cases
• Monitor 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 issues
• Identify recurring customer issues and root causes
• Prepare weekly and monthly reports on customer feedback, complaints, and trends
• Provide actionable recommendations to improve product, operations, and customer experience
• Assist in developing SOPs and improving customer service processes

Why Join Us

• Your 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.