Customer Success Manager

Your Mission: Deliver world-class customer experiences across our range of innovative products and services.

At Shaws Media Group, we’re building a people-obsessed company. As we continue to grow, providing exceptional customer support becomes even more important. That’s where you come in! We're looking for someone who can take customer care to the next level—someone passionate about delivering top-tier, concierge-level service that leaves a lasting impact.

A 'Yes' Company – Who You Are:

When you join Shaws Media Group, you’re not just signing up for a job and a paycheck—you’re becoming part of a family on a mission. We reject limitations, striving always to be the best versions of ourselves—and we expect nothing less from you. We’re looking for that top 1%—the people who demand excellence from themselves and won’t settle for mediocrity.

You understand that true success begins with taking care of yourself emotionally, mentally, physically, and spiritually. If you're not nurturing every aspect of your well-being, you're not operating at your highest level—and that’s simply not good enough for you or us. We provide the tools, but it’s up to you to use them and thrive.

Perhaps you’re someone who wakes up each day energised, optimistic, and committed to your personal growth. You’ve got a dedicated weekly gym routine (we even have gym and running clubs for extra motivation!), and you actively invest in your mental and emotional health—whether that’s through meditation, yoga, therapy, running, or continuous learning. You're always seeking out ways to push your boundaries and grow.

But if you’re just looking for a job where you clock in, do the requested work, and clock out, Shaws Media Group probably isn’t for you. Our mission is for every team member to look back and see their own transformational growth. We’re all about progress, and we want you to embrace this journey with us as we evolve and achieve greatness together.

‍Your Responsibilities:

• Put our customers first—respond to requests with empathy and attentiveness, primarily via phone, email, WhatsApp, and live chat, often in English and Indonesian.
• Advocate for a customer-centric approach in everything we do, ensuring our products meet their needs.
• Identify recurring customer issues and provide feedback to the team to help improve our products and services.
• Act as the voice of Shaws Media Group, handling customer reviews and gaining valuable insights into what customers love (and what we can improve).
• Develop and update FAQs and improve our support documentation to keep everything running smoothly.

What We're Looking For:

• Passion. You love customer service and thrive on making people happy. You're always eager to learn more about how to improve customer experiences.
• Excellent communication. You can ask the right questions and provide clear, concise responses.
• Diligence. You’re dependable, energetic, and committed to seeing tasks through to perfection.
• Humility. You’re open to feedback and always ready to help your team.
• Attention to detail. You’re precise and have an eye for accuracy.
• Organisation. You’re methodical and can handle multiple responsibilities with ease.
• Collaboration. You’re patient, understanding, and can work well with others while knowing when to assert your point.
• Common sense. Your intuition and judgment are practical and grounded.
• Language skills. You’re proficient in both English and Indonesian, able to communicate fluently in both languages.

What We Offer:

• Flexibility and Trust. From day one, you’ll be trusted to manage your work without micromanagement.
• Supportive Culture. We hire for talent, not ego. You’ll be surrounded by people who lift each other up.
• Remote Work. Work from our Bali office or anywhere you choose. You’re free to switch things up and work where it feels best.
• Fun Environment. Our People Operations team keeps things lively with team events, fitness clubs, and more.
• Talented Colleagues. Learn from and teach some of the brightest minds in the industry.
• Personal Growth. We fully support your growth, whether it’s investing in your well-being or helping you learn new skills.
• Top Tools. We use the best software and cutting-edge workflows to make sure you’re equipped to excel.
• Competitive Salary. Our compensation packages are designed to attract and retain the best talent, with rapid growth opportunities based on your impact.
• Unlimited Bonuses: Want to grow your earnings? You’re in control! We offer generous referral bonuses, allowing you to earn extra every time you successfully bring a new client to us. There’s no cap—your initiative directly drives your rewards.
• Transformational Perks: We believe our team delivers their best when they feel valued, supported, and balanced. That’s why we offer private health insurance for you and your family, biannual dental check-ups, monthly gym memberships to keep you feeling your best, and fully paid maternity/paternity leave to support your life outside of work. Plus, every five years, enjoy two months of fully paid sabbatical to recharge and pursue personal passions.

Before You Apply:

Thank you for considering joining us. While we’d love for you to apply, we encourage you to take a moment to reflect on the nature of our work environment:

Shaws Media Group is a fast-paced, high-performance company. Our expectations are high, and we challenge ourselves and each other to achieve exceptional results in and out of work. While this drives incredible learning and personal development, it can be intense.

We uphold uncompromising standards of excellence. The vast majority of our team members thrive here, growing their careers for years. However, if someone isn’t delivering at the level we expect, we offer support but will counsel them to part ways if necessary.

We’re immensely proud of the company we’ve built, but we know it’s not for everyone. We hope this description helps you decide whether we’re the right fit for your next career move. If you think you’ve got what it takes, we encourage you to apply—and unlock your full potential!

The Selection Process:

If you pass our initial screening, we’ll invite you to complete a few assessments designed to test how you approach unfamiliar challenges. If successful, you’ll progress to interviews. We welcome applications in English.

Equal Opportunity Employer:

Shaws Media Group is committed to diversity and inclusion. We provide equal employment opportunities to all candidates and offer reasonable accommodations for applicants with disabilities, which can be requested at accommodations-ext@shawsmediagroup.id.

A Special Note to Applicants:

Research shows that women are less likely to apply for jobs unless they meet 100% of the qualifications. At Shaws Media Group, we value potential over perfection. If this role excites you and you think you can excel in it, we encourage you to apply—don’t hesitate!

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