CS Team Lead

EPOS; Cilangkap; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

EPOS in Jakarta is seeking a hands-on Customer Service Team Lead to oversee day-to-day support operations and drive team performance. You will manage SLA adherence, handle escalations, coach staff, and collaborate with Ops, Tech and Product to optimize processes.

The role requires strong leadership, excellent communication in English and Indonesian, and experience with CRM or ticketing systems. Shift-based, fast-paced fintech/payments environment experience is a plus.

Qualifications

• Good communication in English and Indonesian.
• Proven experience in customer service, contact center, or operations leadership.
• Strong leadership with hands-on execution and team management.
• Excellent communication and stakeholder management.
• Strong problem-solving mindset with experience handling escalations.

Responsibilities

• Lead and manage the Customer Service team (L1/L2 support).
• Oversee daily operations across channels (calls, WhatsApp, tickets).
• Monitor and enforce SLA targets (response, resolution, backlog).
• Coach, train, and develop team members through QA reviews and feedback.
• Drive CSAT improvement and enhance customer experience.
• Build and maintain knowledge base, SOPs, escalation frameworks.
• Collaborate with Ops, Tech, Product, and partners to improve processes.
• Support automation implementation to reduce manual workload and ensure accurate reporting.

Skills

Leadership

Communication

CRM systems

English proficiency

Indonesian proficiency

Problem solving

Tools

CRM / Ticketing systems

Job description

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