CS Team Lead

EPOS Pte. Ltd.; Jakarta Pusat; On-site; IDR 200,880,000 - 290,160,000; Full time

Job summary

EPOS Pte. Ltd. is seeking a hands-on Customer Service Team Lead to steer our support operations and day-to-day execution.

You will drive team performance, service quality, and efficiency while pushing improvements in automation, SLA adherence, and customer experience. You will lead L1/L2 support, oversee multi-channel operations, coach team members, handle escalations, and collaborate with Ops, Tech, Product, and partners to resolve issues and improve processes.

Qualifications

• Experience in customer service or operations leadership.
• Strong leadership and mentoring skills.
• Ability to manage SLA targets and escalations.
• Experience with fintech/payments a plus.
• Proficient in English and Indonesian.

Responsibilities

• Lead and manage the Customer Service team across L1/L2.
• Oversee daily operations across calls, WhatsApp, ticketing.
• Monitor and enforce SLA targets.
• Handle high-priority escalations.
• Coach and develop team through QA and feedback.
• Drive CSAT improvement and customer experience.
• Maintain KB, SOPs, and escalation frameworks.
• Collaborate with Ops, Tech, Product, and partners to resolve issues and improve processes.
• Support automation initiatives to reduce manual workload.
• Ensure accurate reporting and performance analysis.

Skills

English & Indonesian

Customer service leadership

Leadership

Stakeholder management

CRM knowledge

Ticketing systems

Problem solving

Fintech domain knowledge

Shift work flexibility

Tools

CRM systems

Ticketing software

QA tools

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

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