Product Specialist II

ABOUT US

As Southeast Asia’s #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable.

Our mission? To move things across Southeast Asia better than anyone else. We’re focused on making next-day delivery a reality for all.

#TeamTeleport is guided by our values: Move with urgency — because time is crucial; Aim to pioneer — constantly innovating to stay ahead; Do it with intent — delivering with purpose and precision; and Keep it real — maintaining authenticity and transparency in all we do.

Learn more about Teleport here: https://www.teleport.it/

A DAY IN A LIFE

At Teleport, we’re building toward IPO — and that means doing the boring things well. Execution, discipline, and follow-through matter as much as big ideas.

Your day will be varied, often crossing functions, but most of your time will focus on delivering results, owning your scope end-to-end, making fast, data-informed decisions, and following through on fundamentals like reporting, documentation, and processes.

How we work matters as much as what we achieve. Doing the basics right, every time, sets us up for success.

Most of your time will be spent driving impact through:

• Complex Troubleshooting & Escalation: Lead technical investigations, analyze logs and system data, and collaborate with product and engineering teams to resolve root-cause issues.
• Problem Solving & Communication: Strong troubleshooting acumen with exceptional stakeholder communication skills to navigate critical incidents and cross-functional alignments.
• AI & Ticket Reduction Initiatives: Identify recurring issues and drive AI-driven automation, chatbot deflection strategies, and self-service knowledge base improvements to systematically reduce inbound ticket volume.
• Complex Troubleshooting & Escalation: Lead technical investigations, analyze logs and system data, and collaborate with product and engineering teams to resolve root-cause issues.

REQUIREMENTS

These are minimum-requirement skills and a ‘must-have’ for the role:

• Experience: Minimum 5 years of hands-on experience in Product Support, Technical Support, or Customer Operations.
• People & Team Management: Proven ability in team management, mentoring, and leading support staff to achieve operational targets.
• Quality Assurance: Experience establishing or running Ticket QA frameworks and coaching team members on support best practices.
• Automation & AI Integration: Demonstrated experience utilizing AI tools, automated workflows, or self-service tech to optimize and reduce ticket volume.
• Helpdesk & Data Mastery: Advanced experience with CRM/helpdesk platforms (Jira, Zendesk, etc.), log analysis, and data tools (Google Sheets/Excel) for reporting and trend analysis.
• Problem Solving & Communication: Strong troubleshooting acumen with exceptional stakeholder communication skills to navigate critical incidents and cross-functional alignments.

At Teleport, we’re all about creating a diverse and inclusive team where everyone feels valued. We believe that different perspectives make us stronger and help us do logistics better across Southeast Asia. We welcome people from all walks of life and celebrate what makes each of us unique. If you’re passionate about making a difference, we’d love to hear from you!

Work-Life at #TeamTeleport

Unlimited training -You will have access to a wide range of learning resources including Notion!

Ditch the Suit & Tie - Be comfortable as you are, express your inner Fashionista… as long as it's not a birthday suit!

Vacation and time away - Sometimes you need to recharge and come back energized! That’s why you will get 90% off flights to destinations within AirAsia's network, 10%-15% discounts on selected eateries at KLIA2.

Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off!