About Naluri
We are a digital health therapeutics company operating across SEA, focused on the intersection of mental health and physical chronic diseases. We combine behavioural science, psychology, data science and digital design to help companies, healthcare providers, and ultimately, people on achieving a healthier lifestyle.
Visit our website to learn more about us: https://www.naluri.life/
Job Details
- Position: Customer Experience Senior Associate
- Location: Hybrid (2 to 3 days WFO) – Kuala Lumpur / Klang Valley
- Requires traveling around Malaysia to support events and client kickoff.
- Salary Range: RM 5,000 - RM 6,000/month
- Type: Full-time
About the Role
Naluri is looking for a Customer Experience Senior Associate who doesn't just manage chats but manages outcomes. You are 15 steps ahead of the curve, anticipating service gaps before they become issues and coordinating across teams to ensure that while we "fail fast," we never fail the user. You are the bridge between daily operations and strategic management.
What You’ll Do
Strategic Engagement & Sentiment Analysis
- From Response to Resolution: Oversee inbound queries across all channels, ensuring the team doesn't just respond promptly but professionally resolves complex user issues.
- Actionable Insights: Apply critical thinking to identify engagement patterns and surface user sentiments to leadership, providing the data needed to move projects forward.
- Proactive Outreach: Design and lead outreach initiatives that use feedback and recommendations to directly enhance the user journey.
Project Ownership & Cross-Functional Coordination
- Independent Execution: Take full ownership of mid-to-large scale engagement projects and internal team improvements with minimal supervision.
- Alignment Advocate: Coordinate input from Marketing, Operations, and Product to ensure all engagement initiatives are aligned with broader business goals.
- Gap Identification: Proactively identify operational gaps and propose high-impact solutions that improve team effectiveness and the user experience.
Advanced Event & Resource Management
- End-to-End Oversight: Manage the full lifecycle of onsite events (Klang Valley and regional), including logistics, transportation, and materials delivery.
- Leadership on the Ground: Coordinate manpower and brief onsite staff/vendors to ensure everyone is aligned with event requirements and user experience standards.
- Process Optimization: Identify operational issues during events and independently synthesize feedback to improve future event frameworks.
Operational Leadership & Quality Control
- Service Excellence: Monitor service quality across all channels to maintain Naluri’s high standards, escalating recurring issues with context and resolution suggestions.
- Workflow Optimization: Suggest and implement optimizations for workflows and documentation based on firsthand shift experience and team pain points.
- Flexibility & Mentorship: Lead by example during varied shift schedules (including evenings and weekends), ensuring smooth handovers and team support.
What We’re Looking For
- Experience: 3-5 years in customer experience, event coordination, or operations, with a proven track record of "getting things done" independently.
- Communication: A friendly, empathetic communicator who can handle high-pressure conversations (internal and external) with grounded, clinical precision.
- Mindset: An "Owner" mentality; you don't wait for instructions; you anticipate needs and propose solutions.
- Adaptability: A flexible mindset that can navigate fast-changing environments and "Disagree and Commit" when necessary to keep the mission moving.
- Skills: Strong organizational skills with the ability to multitask across different teams without letting details slip through the cracks.
Why Join Us?
- Direct Impact: Work with state-of-the-art AI technologies and learn from industry experts in a data-driven environment.
- Well-being: Enjoy flexible PTO, medical insurance, and 24/7 access to medical experts and therapy via the Naluri app.
- The "Enigmatologist" Culture: Join a diverse team of scuba divers, gamers, and movie buffs who prioritize customer value and plan their own way to achieve it.