Bali-Based Customer Support Lead & Escalations Coach

IBMC

Provinsi Bali

On-site

IDR 290,160,000 - 424,080,000

Full time

14 days+

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Job summary

IBMC is seeking a Customer Support Representative Lead to oversee the front-line support pod for our Bali-based client. You will supervise daily queues (Email and Live Chat), manage escalations, and drive QA, coaching, and knowledge management.

The role requires leadership experience and excellent bilingual communication in English and Bahasa Indonesia. You will directly support our client's operations under IBMC, ensuring high-quality customer interactions and data-driven performance reporting.

Qualifications

Bachelor’s degree or equivalent in communications, business, or related field.
3–4 years of customer support experience with 1–2 years in leadership roles.
Flawless professional written and spoken communication in English and Bahasa Indonesia.
Experience with helpdesk ticketing systems (Zendesk/Freshdesk/Intercom) and live chat.

Responsibilities

Lead daily support operations (Email and Live Chat) and monitor team performance.
Handle high-priority escalations and ensure prompt resolution.
Routinely coach agents, review tickets, and update SOPs and FAQs.
Maintain and improve internal knowledge bases and self-service content.
Direct customer support and guide users through products and services.
Track and report CSAT, FRT, SLA, and other metrics to stakeholders.