Customer Support Specialist - Onboarding Focus

Kegmil is revolutionizing the way mission-critical assets are repaired and maintained – by transforming complex systems of people and processes into streamlined, intelligent operations. Our mission is to empower millions of deskless field service professionals across Asia’s asset-centric industries with superior technology to elevate service excellence, operational insight, and profitable growth. Our cloud-based, mobile-first, and AI-powered platform automates and optimizes every aspect of field service from job scheduling and dispatch to execution and reporting.

Kegmil is trusted by leading organizations across mission-critical sectors – including elevator, fire protection, data center, medical equipment, and aerospace – to build the next-generation digital backbone that unifies FSM, modular ERP, and AI agents into one seamless platform for simpler, smarter, field service.

We are a curious and collaborative team that finds purpose in solving real problems for our customers. We learn and grow together in a high-trust, inclusive culture – where ideas are heard, ownership is encouraged, and customer success is everyone’s priority.

Location: HCMC or Remote

Job Type: Full-time

We are looking for a Customer Success Specialist who is passionate about providing solutions and enhancing user experience through expert support and proactive engagement. In this role, you will master a complex enterprise system to ensure our customers reach peak operational excellence. You will be the bridge between our regional users and the Global Product team.

• End-to-End Onboarding: Lead the journey from contract signature to full platform adoption for B2B clients.
• Environment Configuration: Deeply understand client workflows to set up tenant environments and system settings.
• User Training: Conduct sessions to guide users on how to effectively utilize the platform to achieve their KPIs.

• System Expertise: Master the interconnections of FSM, ERP, and AI modules within the Kegmil platform.
• Communication & Toolsets: Provide high-quality support across multiple channels (WhatsApp, Email, etc.) using Google Workspace (Docs, Sheets, Slides) to manage data and documentation efficiently.

• Issue Resolution: Reproduce reported incidents, clarify if they are bugs, and coordinate with the development team to resolve production issues aggressively.
• AI Productivity: Leverage AI tools to draft high-quality responses and optimize the internal support process.
• Feedback Loop: Analyze customer feedback and provide detailed reports to help shape the Product Roadmap.

• You are looking for a highly structured "Corporate Training Program": We do not have a 3-month formal manual. You need to be a self-starter who learns by doing and asks the right questions.
• You prefer "Maintenance" over "Construction": We are still building our internal toolsets and workflows. If you get frustrated when a process isn't clearly defined yet, this is not the right environment for you.
• You expect a siloed "Support Ticket" culture: We don't just "close tickets." If you don't care about the broader product impact or the "why" behind a customer's struggle, you won't thrive here.
• You struggle with rapid change: As a startup, our priorities can shift based on real-time market feedback. Flexibility is a requirement, not an option.

• Onboarding Experience: You must have a proven track record of successfully managing B2B customer onboarding journeys.
• Experience: At least 1-2 years in a Customer Success or Technical Support role within a SaaS company.
• Language: Excellent English (Written & Spoken) is mandatory for regional and global collaboration.
• AI Proficiency: Strong ability to use AI tools (ChatGPT, Gemini, etc.) to enhance productivity and support quality.

• Problem-Solver: Exceptional interpersonal skills to translate technical jargon into simple, actionable instructions.
• Independent: Ability to operate independently to find solutions and workarounds for complex user issues.

• Real Ownership: Take full responsibility for the customer experience of a business-critical SaaS product from day one.
• Career Fast-track: Clear growth opportunities into Senior CS, Product Operations, or CSM roles as we scale.
• Enterprise Exposure: Work with large-scale B2B workflows and see the real-world impact of your work across Asia.
• Flexible Support: Competitive compensation and flexible work-from-home options.