Operations Associate (AI-Assisted) — Malaysia

Operations & Sales Associate (AI-Assisted) — Malaysia

Location: Fully remote — work from anywhere in Malaysia

Pay: RM 5,000 – RM 7,000 per month

Role Overview

This is an operations role for someone who works with AI, not around it. You will handle the day-to-day operational work that keeps the business running, and you will be the person who answers our clients — using AI tools to draft, triage and speed up that work while staying accountable for every message that goes out.

You will also build and maintain our AI customer-service layer. We already have a working baseline for an AI CS assistant on WhatsApp you will take it from "it works" to "clients prefer it" — and you will do that work in Claude Code, which is how we build and fix our internal tools. You do not need to be a software engineer, but you do need to have actually used Claude Code and be comfortable reading code, making changes, and testing them.

This is a hands-on role with a lot of ownership. If you like figuring out how a tool behaves, breaking it, and making it better, you will enjoy it.

Key Responsibilities

AI customer service on WhatsApp (build & fix)

1. Own our AI CS assistant on WhatsApp: monitor real conversations, find where it gets things wrong, and fix them.
2. Do the building and fixing in Claude Code — changing prompts, logic, canned answers and the knowledge base it draws from, then testing before it goes live.
3. Expand what the assistant can handle on its own, and define the handover rules: when the bot answers, when it escalates to a human, and what a good escalation looks like.
4. Report on how it is performing: resolution rate, escalation rate, response time, client sentiment.

Client communication (AI-assisted)

1. Answer client enquiries across WhatsApp and email — using AI to draft, summarise and triage, and your own judgment to decide what actually gets sent.
2. Handle escalations and anything the AI should not touch: complaints, pricing exceptions, anything sensitive.
3. Keep the tone consistent and human. AI speeds up the work it does not get to sound like the company.

Operations (core)

1. Run recurring operational processes end to end — data entry and clean-up, order and record keeping, scheduling, reporting, chasing the things that fall between teams.
2. Keep our internal systems accurate and current spot the discrepancies before anyone else does.
3. Document how things are done so the next person does not have to guess.

Future AI tooling

1. Help build, evaluate and roll out new AI tools across operations as we add them — again, mostly in Claude Code.
2. Pilot, document, and train the rest of the team on what works — and be honest about what does not.

What We Are Looking For

Required

1. Hands-on Claude Code experience. You have used it to build or change something real, and can talk us through what you made. This is not negotiable — it is how the job gets done.
2. Fluent in Chinese and English, spoken and written. You will be talking to clients in both.
3. Excellent written English — clear, warm, correct. This is most of the job.
4. Genuine day-to-day experience with AI chat tools and prompt writing.
5. Comfortable reading code and following technical instructions, even if you do not write software for a living.
6. Comfortable in spreadsheets and picking up new software quickly.
7. Organised and self-directed you follow through without being chased.
8. Reliable internet and a quiet place to work.

Nice to have

1. Sales experience — useful when you are the voice answering clients, but not required.
2. 1–3 years in operations, customer service, virtual assistance or a similar hands-on role.
3. Experience with WhatsApp Business API, a chatbot platform, or a helpdesk/ticketing tool.

What You Will Get

1. Fully remote, working with a small team that ships quickly.
2. Direct exposure to how AI actually gets deployed in a business, with real budget and real users.
3. Room to grow into owning our AI operations more broadly as we expand the toolset.