The Role
We're looking for someone to join our Research & Customer Success Team, while being responsible for:
- Scripting survey questions onto Vase.ai’s proprietary research platform
- Organising the translation of survey questions with third-party translation houses
- Keeping the team’s active projects Kanban board updated with all relevant information
- Keeping Vase.ai’s knowledge base articles updated by writing new articles and updating old ones
- Keeping internal guides and documents updated
- Assisting in data processing and analysis
- Carrying out other operational and support tasks for the Research & Customer Success team where needed, for example:
- Supporting the Panel / Fieldwork team with data cleaning
This position is ideal for someone who:
- Enjoys organising, structuring, and keeping information accurate and updated
- Loves working behind the scenes to make sure everything runs smoothly
- Is ambitious in growing their knowledge and career
- Shows a willingness to go above and beyond to make an impact for the company and our customers
- Has strong attention to detail and can work independently when needed
- Is savvy with Google Workspace tools, especially Google Sheets formatting and formulas
What are we looking for
Apart from being an Amazing, Extraordinary, Fantastic human being, we are seeking for:
- Technical writing: able to produce clear documentation, knowledge base articles, and guides
- Communication & interpersonal skills: able to coordinate across internal teams and external vendors (e.g. translation houses)
- Problem solving: able to manage competing priorities and come up with workable solutions when challenges arise
- No prior experience required
- Fluency in English
- Residence permit in Malaysia
A plus would be:
- Experience working in a research agency
- Startup experience
- Basic knowledge working with CRM (preferably Hubspot).
- Experience with research or data analytics software
- Academic qualifications or past experience that covers quantitative research, with qualitative research being an added bonus
- Fluency in Malay
The Process
Even though Artificial Intelligence is something that we really love, when it comes to your application we are a bit old school. With that being said, we manually go over every CV and try to provide tailor made feedback (no ChatGPT). For the Operations Executive it will look like this:
- CV & Video Triage
- Technical Assessment (Online)
- 1st Interview - People & Operations (Online)
- 2nd Interview - Hiring Manager (Online)
- Final Interview- Founder Interview (Face to Face in Kuala Lumpur)
Onboarding
This will be your roadmap for the first 3 months. Although we’re a fully remote, we believe face-to-face learning makes onboarding much smoother, so the first two weeks will be at our Kuala Lumpur co-working space (Co-labs the Starling Mall), followed by weekly in-person sessions
1st Month
- Observe the Customer Success team’s day-to-day tasks to understand how projects are run
- Learn how to script surveys onto our proprietary platform by shadowing team members and doing practice projects
- Learn how the Panel / Fieldwork team cleans and prepares data
- Begin updating knowledge base articles under supervision
- Get familiar with the team’s Kanban board system and learn how to keep it updated
- Review numbers in client reports for live projects under supervision
2nd Month
- Independently script surveys of simple to medium complexity
- Liaise with translation houses to manage survey translations
- Take ownership of keeping project Kanban boards up to date
- Support the team with routine data cleaning tasks
- Draft and publish new internal guides and knowledge base articles with minimal supervision.
- Prepare processed data under supervision for live projects
- Take part in basic data analysis under supervision for live projects
- Review numbers in client reports for live projects under supervision
3rd Month
- Fully manage the operational backend of small-scale research projects
- Take ownership of updating and maintaining multiple knowledge base sections
- Suggest improvements for internal processes and documentation
- Prepare processed data for live projects with minimal supervision
- Take part in basic data analysis for live projects with minimal supervision
- Review numbers in client reports for live projects with minimal supervision
- Provide ongoing support to the Research & Customer Success team and the Panel team
“With who?” you might be asking. Well, lucky enough Ellana our Customer Success Queen will guide you (check her profile)
The Offer
- Monthly salary between RM2,800.00 - RM3,300.00
- Unlimited vacation days
- Remote company where flexibility is King/Queen
- Medical insurance (After probation)
- Laptop
- Company Retreats a.k.a. our Work Hard, Party Harder Sessions (3x per year)
Growth Path
While this role is not client-facing, there are multiple pathways for growth in Vase.ai. The Operations Executive could potentially:
- Grow into a Researcher role in the Research & Customer Success team
- Advance into a Senior Executive role, overseeing and executing tasks around research design as well as reporting for clients’ research
- Move laterally into other teams within the company such as the Product team, the Panel / Fieldwork team, or the Business Development team
