Customer Experience Advocate

Pt-Ruang-Raya-Indonesia-; Kota Yogyakarta; Remote; IDR 1,084,795,000 - 2,169,590,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

Performance bonus

Employee discounts

Remote work flexibility

Job summary

Pt-Ruang-Raya-Indonesia- is seeking a Lead Customer Experience Advocate to spearhead our remote customer service operations and shape the end-to-end journey. You will guide a team of customer advocates, set service standards, and drive strategic improvements to ensure high loyalty and satisfaction.

This fully remote role allows you to work from home and collaborate with cross-functional teams to achieve superior support outcomes and scalable processes.

Qualifications

• Minimum 5+ years in customer service or CX roles, with 2+ years in a leader role.
• Proven success in guiding remote teams and setting performance standards.
• Strong communication, interpersonal and conflict-resolution skills.
• Experience with CRM systems and customer support software.

Responsibilities

• Lead, mentor and motivate a remote team of Customer Experience Advocates.
• Develop and implement customer service strategies to boost satisfaction and retention.
• Monitor performance metrics, provide feedback, and conduct reviews.
• Handle escalated issues and complex inquiries with swift resolution.
• Collaborate with Product, Marketing and Operations to address pain points.
• Analyze feedback data to identify trends and improvement opportunities.
• Create and update training materials and SOPs for the team.
• Champion a customer-centric culture across the organization.
• Manage schedules to ensure adequate coverage across channels.

Skills

Remote leadership

CX strategy

CRM proficiency

Communication skills

Analytics

Education

Bachelor's degree in Business Admin / Communications

Tools

Zendesk

Intercom

Job description

Lead Customer Experience Advocate (Remote)

Our client, a rapidly growing e-commerce platform, is looking for an experienced and dynamic Lead Customer Experience Advocate to spearhead their remote customer service operations. This role is pivotal in shaping and enhancing the overall customer journey, ensuring unparalleled satisfaction and loyalty. As a lead, you will guide a team of customer advocates, set high standards for service excellence, and contribute to strategic improvements in customer interaction processes. This is a fully remote position, allowing you to work from your home office in Semarang, Central Java, ID, or any other suitable remote location. We are seeking a leader who is passionate about customer advocacy, possesses strong interpersonal skills, and excels in managing remote teams. Join us in building a world-class customer experience from the ground up, powered by a dedicated remote workforce.

About the Role

Our client, a rapidly growing e-commerce platform, is looking for an experienced and dynamic Lead Customer Experience Advocate to spearhead their remote customer service operations. This role is pivotal in shaping and enhancing the overall customer journey, ensuring unparalleled satisfaction and loyalty. As a lead, you will guide a team of customer advocates, set high standards for service excellence, and contribute to strategic improvements in customer interaction processes. This is a fully remote position, allowing you to work from your home office in Semarang, Central Java, ID, or any other suitable remote location. We are seeking a leader who is passionate about customer advocacy, possesses strong interpersonal skills, and excels in managing remote teams. Join us in building a world-class customer experience from the ground up, powered by a dedicated remote workforce.

Key Responsibilities

• Lead, mentor, and motivate a team of remote Customer Experience Advocates to deliver exceptional service.
• Develop and implement customer service strategies and best practices to optimize customer satisfaction and retention.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and complex inquiries, ensuring swift and effective resolution.
• Collaborate with other departments (e.g., Product, Marketing, Operations) to identify and address customer pain points.
• Analyze customer feedback and data to identify trends and opportunities for service improvement.
• Create and update training materials and standard operating procedures for the customer service team.
• Champion a customer-centric culture throughout the organization.
• Manage team schedules and ensure adequate coverage for customer support channels.

Requirements

• Proven experience (5+ years) in customer service or customer experience roles, with at least 2 years in a leadership or supervisory capacity.
• Demonstrated success in managing and motivating remote teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Proficiency in using CRM systems and customer support software (e.g., Zendesk, Intercom).
• Experience in developing customer service strategies and implementing quality assurance programs.
• Ability to work independently, make sound decisions, and manage time effectively in a remote setting.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Must have a reliable internet connection and a conducive home office environment.

Benefits

This fully remote role offers a competitive salary, comprehensive benefits package including health insurance, and excellent opportunities for career advancement. You will be part of a vibrant and growing company culture that values innovation and employee well-being. Enjoy the autonomy and flexibility of remote work while leading a high-performing team. Our client provides continuous professional development, regular team-building activities (virtual), and a supportive management structure. Additional perks include paid vacation, potential for performance-based bonuses, and access to exclusive employee discounts.

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