Kata.ai

Indonesian enterprise chatbot platform with NLP

Lead Delivery Support

Customer SupportConfirmed live in the last 24 hours

Full-timeSouth Jakarta, South Jakarta City, Jakarta, IndonesiaNo salary listedRemote

About the Job

Requirements

3–5 years in technical support, customer success engineering, or operations roles, including at least 1 year leading or coordinating a team.
Hands-on experience managing SLA-driven support operations for B2B or enterprise clients, ideally in SaaS or messaging platform environments.
Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products.
A track record of producing root-cause analysis documentation for production incidents for enterprise clients.
Experience designing shift schedules, on-call rotations, or capacity plans.
Exposure to IT security practices in support or operations, including responsible handling of client data, applying access-control basics, and recognizing security-sensitive incidents.
A bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical field.
Proficiency in testing and troubleshooting RESTful APIs using tools such as Postman.
Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
Hands-on experience with WhatsApp Business API configurations and Meta Business Suite.
Experience managing AI/chatbot platforms such as Kata CX, Kata Platform, or similar natural language processing-based systems.
Ability to use monitoring and logging tools such as Grafana to investigate incidents and identify system errors.
Proficiency in Excel or Google Sheets, including advanced formulas, and SQL for maintaining custom client data reports.

Responsibilities

Lead and operate the Technical Support function, managing client issue triage, business-as-usual client requests, service-level agreement performance, incident response, root-cause analysis quality, and continuous workflow improvement for chatbot, voice AI, and omnichannel platforms across enterprise clients in regulated industries.
Chair the weekly Incident Review forum and turn recurring incidents into structured action items for Engineering and Product.
Support reliable 24/7 service continuity and fast, high-quality resolution, and feed operational insights to Engineering and Product teams to reduce recurring platform-level issues.

Desired Qualifications

ITIL Foundation certification or equivalent service management training.
Cloud or platform certifications such as GCP/Azure or Meta Business Partner.
IT security certifications such as CompTIA Security+, ISO/IEC 27001 Foundation, or CEH.

Job Description

Lead and operate the Technical Support function — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — for Kata's chatbot, voice AI, and Omnichannel platforms across a portfolio of enterprise clients in regulated industries. Chair the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable 24/7 service continuity, fast and high-quality resolution, and so that operational insights flow back into Engineering and Product teams to systematically reduce recurring issues at the platform level.

Qualifications

Experience :

3–5 years in technical support, customer success engineering, or operations roles, with at least 1 year leading or coordinating a team
Hands-on experience managing SLA-driven support operations for B2B / enterprise clients, ideally in SaaS or messaging platform environments
Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products
Track record of producing RCA documentation for production incidents to enterprise clients
Experience designing shift schedules, on-call rotations, or capacity plans
Exposure to IT security practices in a support or operations context, handling client data responsibly, applying access-control basics, recognizing security-sensitive incidents is a plus

Qualifications & Education :

Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field
ITIL Foundation certification or equivalent service management training is a strong plus
Cloud or platform certifications (GCP/Azure, Meta Business Partner) are advantageous
IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are a plus

Technical Skills :

API & Webhooks: Proficiency in testing and troubleshooting RESTful APIs using tools like Postman.
Programming/Scripting: Basic to intermediate knowledge of JSON or JavaScript for log analysis and workflow troubleshooting.
Platform Expertise: Hands-on experience with WhatsApp Business API (WABA) configurations and Meta Business Suite.
Bot Platforms: Experience managing AI/Chatbot platforms like Kata CX, Kata Platform, or similar NLP-based systems.
Log Analysis: Ability to use monitoring and logging tools (e.g., Grafana) to perform incident investigation and identify system errors.
Data Reporting: Proficiency in Excel/Google Sheets (advanced formulas) and SQL for maintaining custom client data reports.

Additional Information

We value a flexible working hour for our employees.

The most important is we provide a learning experience in Conversational AI Industry.

About the Company

Kata.ai

Indonesian enterprise chatbot platform with NLP

Kata.ai is an Indonesian B2B AI software company that provides an enterprise chatbot platform called the Kata Conversational Suite. The platform lets businesses build, manage, and deploy chatbots across messaging channels (WhatsApp, LINE, Facebook) using a proprietary Indonesian NLP engine to handle local language and dialects. Key components include Kata Flow (bot development), Kata NL (natural language model training), and Kata Omnichat (customer service workflow between bots and human agents). The business model combines a one-time setup fee with annual usage-based subscription fees. Kata.ai differentiates itself with a language-focused NLP stack tailored to Indonesian, an omnichannel approach, and strategic partnerships and acquisitions (e.g., HeyKuya) to expand service delivery. The company's goal is to help enterprises improve customer engagement and automate support through AI-powered chatbots across multiple channels, primarily in Indonesia and the region.

Company size: 51-200
Company stage: Series A
Total funding: $3.5M
Headquarters: Jakarta, Indonesia
Founded: 2015

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