📍 Job Overview

• Job Title: Remote Customer Support - Indonesian/English - Music Streaming Service
• Company: ModSquad
• Location: IDN Remote
• Job Type: Part-Time
• Category: Customer Support
• Date Posted: 2025-07-30
• Experience Level: Entry Level (0-2 years)
• Remote Status: Remote Solely

🚀 Role Summary

• Provide exceptional customer support via inbound web messages in Indonesian and English for a leading music streaming service.
• Troubleshoot technical issues and ensure customers have the best possible listening experience.
• Collaborate with a remote team to deliver high-quality customer support.

📝 Enhancement Note: This role requires strong communication skills in both Indonesian and English, as well as experience in providing customer support via inbound web messages.

💻 Primary Responsibilities

• Respond to customer inquiries via inbound messages in Indonesian and English.
• Troubleshoot technical issues and provide solutions to customers.
• Navigate the music streaming platform and assist customers with navigation and feature usage.
• Maintain a professional and friendly demeanor while interacting with customers.
• Work with a remote team to ensure consistent and high-quality customer support.

📝 Enhancement Note: This role requires the ability to multitask and handle multiple customer inquiries simultaneously.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant coursework or certification in customer service or a related field is a plus.

Experience: 0-2 years of experience in customer support, with a focus on inbound web messaging.

Required Skills:

• Professional/business level proficiency in Indonesian and English.
• Strong communication skills, both written and verbal.
• Excellent problem-solving skills and attention to detail.
• Ability to multitask and handle multiple customer inquiries simultaneously.
• Strong time management skills and adaptability.

Preferred Skills:

• Experience with music streaming services or similar platforms.
• Familiarity with customer service software and tools.
• Knowledge of common troubleshooting techniques for technical issues.

📝 Enhancement Note: While not required, experience with music streaming services or similar platforms can be beneficial in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A dedicated laptop or desktop computer running Windows 10 or above.
• A working webcam and willingness to use it during orientation/as needed by project.
• Must be willing to download and install ModSquad security systems on your computer and mobile phone.
• Stable broadband internet connection of 25 MBPS or greater.
• 8 GB RAM or better.
• Dual monitors highly recommended.

📝 Enhancement Note: A Chromebook is not sufficient for ModSquad projects.

💵 Compensation & Benefits

Salary Range: Not specified. Please refer to the company's career page or contact ModSquad directly for salary information.

Benefits:

• Work from home with a remote team.
• Orientation hours: 40 hours per week for the 8-week orientation period (4 AM - 1 PM for phase 1, self-scheduled between 9 AM - 10 PM for phase 2).
• Available production hours: Daily, 9 AM - 10 PM.
• Project commitments: 25 hours per week, including 12 hours on Saturday and/or Sunday, and up to 180 days as needed by ModSquad.

📝 Enhancement Note: While the salary range is not specified, ModSquad is an Equal Opportunity Employer and offers competitive compensation packages.

🎯 Team & Company Context

Company Culture:

• ModSquad has been reinventing the Customer Experience Services industry since 2007.
• Top brands around the globe turn to ModSquad for customer support, content moderation, trust and safety, community management, and social media services.
• ModSquad supports over 50 languages in more than 90 countries.
• The client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and many other companies.

Team Structure:

• ModSquad is primarily a remote company, with a global team of customer support representatives.
• The team is organized by project, with each project having its own dedicated team of customer support representatives.

Development Methodology:

• ModSquad uses a structured orientation process to train new customer support representatives.
• The orientation process includes a 4-week phase 1 (4 AM - 1 PM) and a 4-week phase 2 (self-scheduled between 9 AM - 10 PM).
• After the orientation period, customer support representatives work daily shifts between 9 AM - 10 PM.

Company Website: ModSquad

📝 Enhancement Note: ModSquad's global presence and diverse client base offer unique opportunities for customer support representatives to gain experience working with various brands and platforms.

📈 Career & Growth Analysis

Customer Support Representative Career Level:

• Entry-level position with opportunities for growth and development within the customer support field.
• Responsibilities include handling customer inquiries, troubleshooting technical issues, and ensuring customer satisfaction.

Reporting Structure:

• Customer support representatives report directly to the ModSquad project manager.
• The project manager oversees the team's performance and ensures consistent and high-quality customer support.

Technical Impact:

• Customer support representatives have a direct impact on customer satisfaction and the overall success of the music streaming service.
• By providing exceptional customer support, representatives can help improve the user experience and encourage customer loyalty.

Growth Opportunities:

• With experience and demonstrated proficiency, customer support representatives may have the opportunity to take on more responsibilities or move into a team lead or management role.
• ModSquad offers training and development opportunities to help customer support representatives advance their careers.

📝 Enhancement Note: While the specific growth opportunities are not mentioned, ModSquad's global presence and diverse client base offer unique opportunities for customer support representatives to gain experience working with various brands and platforms.

🌐 Work Environment

Office Type: Remote work environment with a global team of customer support representatives.

Office Location(s): IDN Remote

Workspace Context:

• A dedicated workspace with specific technical requirements is necessary for this role.
• Customer support representatives must have a stable broadband internet connection, a dedicated laptop or desktop computer, and a working webcam.
• Dual monitors are highly recommended for this role.

Work Schedule:

• Orientation hours: 40 hours per week for the 8-week orientation period (4 AM - 1 PM for phase 1, self-scheduled between 9 AM - 10 PM for phase 2).
• Available production hours: Daily, 9 AM - 10 PM.
• Project commitments: 25 hours per week, including 12 hours on Saturday and/or Sunday, and up to 180 days as needed by ModSquad.

📝 Enhancement Note: The work schedule for this role is flexible, with orientation hours and available production hours that accommodate a variety of time zones.

📄 Application & Technical Interview Process

Interview Process:

1. Apply for the position through the ModSquad careers page.
2. Complete the online application and submit your resume.
3. If selected, complete the language assessments in Indonesian and English.
4. Participate in the orientation process, which includes a 4-week phase 1 (4 AM - 1 PM) and a 4-week phase 2 (self-scheduled between 9 AM - 10 PM).

Portfolio Review Tips:

• Ensure your workspace meets the technical requirements for the role.
• Familiarize yourself with the music streaming service and its features.
• Practice common troubleshooting techniques for technical issues.

Technical Challenge Preparation:

• Brush up on your customer service skills and prepare for scenarios involving customer inquiries and technical troubleshooting.
• Familiarize yourself with the music streaming service and its features.

ATS Keywords:

• Customer Support
• Technical Troubleshooting
• Bilingual Communication
• Web Messaging
• Problem Solving
• Time Management
• Attention to Detail
• Adaptability

📝 Enhancement Note: While the specific interview process is not mentioned, ModSquad's global presence and diverse client base offer unique opportunities for customer support representatives to gain experience working with various brands and platforms.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• ModSquad's proprietary customer support software.
• Web messaging platform for communicating with customers.
• Technical troubleshooting tools for resolving customer issues.

📝 Enhancement Note: While the specific technology stack is not mentioned, customer support representatives must be comfortable using customer support software and web messaging platforms.

👥 Team Culture & Values

Customer Support Values:

• Exceptional customer service and support.
• Strong communication skills in both Indonesian and English.
• Excellent problem-solving skills and attention to detail.
• Ability to multitask and handle multiple customer inquiries simultaneously.
• Strong time management skills and adaptability.

Collaboration Style:

• Remote team collaboration with a global team of customer support representatives.
• Structured orientation process to train new customer support representatives.
• Ongoing support and guidance from the ModSquad project manager.

📝 Enhancement Note: ModSquad's global presence and diverse client base offer unique opportunities for customer support representatives to gain experience working with various brands and platforms.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling multiple customer inquiries simultaneously.
• Troubleshooting technical issues and providing solutions to customers.
• Maintaining a professional and friendly demeanor while interacting with customers.

Learning & Development Opportunities:

• ModSquad offers training and development opportunities to help customer support representatives advance their careers.
• Working with a diverse client base offers unique opportunities for customer support representatives to gain experience working with various brands and platforms.

📝 Enhancement Note: While the specific learning and development opportunities are not mentioned, ModSquad's global presence and diverse client base offer unique opportunities for customer support representatives to gain experience working with various brands and platforms.

💡 Interview Preparation

Technical Questions:

• Prepare for scenarios involving customer inquiries and technical troubleshooting.
• Familiarize yourself with the music streaming service and its features.
• Brush up on your customer service skills and communication skills in both Indonesian and English.

Company & Culture Questions:

• Research ModSquad's global presence and diverse client base.
• Prepare for questions about your experience with customer support and your ability to handle multiple customer inquiries simultaneously.

Portfolio Presentation Strategy:

• Ensure your workspace meets the technical requirements for the role.
• Familiarize yourself with the music streaming service and its features.
• Practice common troubleshooting techniques for technical issues.

📝 Enhancement Note: While the specific interview questions are not mentioned, ModSquad's global presence and diverse client base offer unique opportunities for customer support representatives to gain experience working with various brands and platforms.

📌 Application Steps

To apply for this remote customer support position:

1. Visit the ModSquad careers page.
2. Search for the "Remote Customer Support - Indonesian/English - Music Streaming Service" position.
3. Complete the online application and submit your resume.
4. If selected, complete the language assessments in Indonesian and English.
5. Participate in the orientation process, which includes a 4-week phase 1 (4 AM - 1 PM) and a 4-week phase 2 (self-scheduled between 9 AM - 10 PM).

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with ModSquad before making application decisions.