Community Support Admin in Kota Jakarta Selatan at bukuwarung

About Us:

BukuWarung is SEA’s fastest growing startup and we are building the digital infrastructure for 60 million MSMEs in Indonesia, enabling them to efficiently manage and grow their business, starting with digital bookkeeping, online storefront & payments. BukuWarung’s vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using technology.

BukuWarung is backed by top tier VCs globally: Peter Thiel’s Valar Ventures, Goodwater Capital, Y-Combinator, AC Ventures, Quona Capital, East Ventures, Golden Gate Ventures, Rocketship.vc, Tanglin Venture Partners and strategic angel investors from Stripe, PayPal, Plaid, Grab, Gojek, Facebook, AirBnB, Fast, Mastercard etc.

As a Community Support Admin, you will help the Community Specialist manage and resolve complaints raised by BukuAgen community members across multiple cities and provinces. This role sits at the frontline of merchant support, keeping every complaint moving from report to resolution

• Fast First Response: Monitor BukuAgen WhatsApp community groups across cities/provinces and respond quickly to merchant complaints as they come in, meeting agreed response-time targets.

• Stakeholder Coordination: Coordinate with the Community Specialist and relevant internal stakeholders (e.g., Merchant Happiness, Product, Operations) to route each complaint to the right owner and keep resolution moving.

• Follow-Up on Merchant Problems: Actively follow up on open complaints until they are resolved, chasing stakeholders for updates rather than waiting passively.

• Closing the Loop with Merchants: Inform the affected merchant directly once their issue has been solved, confirming resolution and closing the case in a clear, empathetic way.

• Complaint Tracking & Documentation: Log every complaint received from each WhatsApp group into a shared tracker, capturing details, group/city, status, owner, and resolution time.

• Reporting Provide regular, organized updates on complaint volume, resolution status, and recurring issues per group/city to support the Community team's decision-making.

• Day-to-Day Admin Support: Assist the Community Specialist with general administrative tasks needed to keep the BukuAgen community groups running smoothly.

• Bachelor's degree (S1) from any major. Fresh graduates are welcome to apply.

• Minimum 1-2 years of experience managing a WhatsApp group or handling complaints/customer support (internship, organizational, part-time, or professional experience all count)

• Strong communication skills in Bahasa Indonesia (working proficiency in English is a plus). Understanding the local language is an advantage.

• Comfortable handling high-volume, fast-paced conversations and multitasking across multiple groups.

• Data-literate: able to track basic engagement metrics and translate them into simple, actionable insights.

• Empathetic, patient, and solution-oriented when handling merchant complaints or sensitive situations.

• Detail-oriented with strong organizational and follow-up skills.

• Experience in fintech, digital financial services, or MSME-focused platforms/community is a huge plus.

• Familiarity with community management tools (e.g., WhatsApp Group, WhatsApp Community) is an advantage.

• Familiar working with AI tools (e.g., ChatGPT, Claude, or similar) to support content drafting, data analysis, or day-to-day productivity.

• Healthy, active community groups with consistent engagement and low churn.

• Fast, accurate resolution of merchant questions and complaints.

• Every complaint is logged, tracked, and visible by group/city with a clear status

• No open complaint is left unresolved without a follow-up; merchants are always informed once their issue is solved.