CS Team Lead

EPOS; Jakarta Pusat; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

EPOS is seeking a hands-on Customer Service Team Lead to drive operations, monitor performance, and improve customer experience in a fintech/payments environment. You will oversee L1/L2 support, coach staff, and collaborate with Ops, Tech, Product, and external partners to optimize processes.

You will guide automation initiatives, ensure SLA adherence, and build knowledge bases and escalation frameworks while maintaining strong stakeholder relationships in a fast-paced setting.

Qualifications

• Proven track record in customer service or operations leadership.
• Strong leadership with hands-on execution style.
• Excellent written and verbal communication in English and Indonesian.

Responsibilities

• Lead and manage the Customer Service team (L1/L2) to high performance.
• Oversee daily operations across channels (calls, WhatsApp, ticketing).
• Monitor and enforce SLA targets (response time, resolution time, backlog).
• Handle high-priority escalations and complex cases.
• Coach and develop team through QA reviews and performance feedback.

Skills

Leadership

English proficiency

Indonesian proficiency

CRM experience

SLA management

QA & coaching

Automation awareness

Tools

CRM Systems

Ticketing 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