About the role
Role Summary
We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience.
What You'll Do
- Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems) - Monitor and enforce SLA targets (response time, resolution time, backlog management) - Handle and resolve high-priority escalations and complex cases - Coach, train, and develop team members through QA reviews and performance feedback - Drive CSAT improvement initiatives and enhance overall customer experience - Build and maintain knowledge base (KB), SOPs, and escalation frameworks - Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes - Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis
Requirements
What We're Looking For
- Good communication skills in English and Indonesian - Proven experience in customer service, contact center, or operations leadership roles - Strong leadership with the ability to balance hands-on execution and team management - Excellent communication and stakeholder management skills - Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools - Experience in fintech, payments, or operations-heavy environments is a plusC - omfortable working in a fast-paced environment with shift arrangements
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