Customer Operation Lead

PT Holink Solusi Digital; Jakarta Utara; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

HoLink Solusi Digital is seeking a hands-on Customer Support Lead to establish and manage our support operations from the ground up. You will own Intercom configuration, AI-powered support, knowledge base development, and future team scaling.

You will oversee daily inquiries, optimize workflows, and collaborate with Product and Engineering to resolve issues and improve the customer experience. This is a full-time onsite role in Jakarta.

Qualifications

• Hands-on experience configuring or implementing customer support platforms (e.g., Intercom).
• Experience with AI-powered support and automation tools.
• Strong troubleshooting and analytical skills, with the ability to resolve issues or escalate when needed.
• Familiarity with customer support KPIs like SLA, response time, and CSAT.

Responsibilities

• Manage daily customer inquiries through Intercom with timely, accurate support.
• Set up and optimize Intercom features: Inbox, Help Center, workflows, automation.
• Develop and maintain a knowledge base, FAQs, templates, and support docs.
• Implement AI-powered support to automate common inquiries and smooth escalation to humans.
• Troubleshoot product, account, billing, and subscription issues.
• Collaborate with Product and Engineering to investigate bugs and improve CX.
• Establish support SOPs, escalation procedures, and service standards.
• Monitor responsiveness and CSAT, and AI performance metrics.
• Identify recurring issues and propose product/process improvements.
• Support recruitment, onboarding, and early team growth.

Skills

Intercom setup

AI support

Troubleshooting

Analytical skills

CSAT tracking

Tools

Intercom

Zendesk AI

Job description

HoLink is a growing SaaS platform that helps individuals, creators, and businesses build and manage their online presence through customizable landing pages, digital business cards, QR codes, and analytics tools.

We are looking for a hands-on Customer Support Lead to establish and manage our customer support operations from the ground up. This role combines direct customer support, customer support system implementation, process improvement, and future team development.

As our first dedicated Customer Support professional, you will take ownership of our support operations, including Intercom configuration, AI-powered customer support, knowledge base development, and customer issue resolution.

Key Responsibilities

Manage daily customer inquiries through Intercom, providing timely, accurate, and professional support.

Set up, configure, and optimize Intercom features, including Inbox, Help Center, workflows, automation, and Fin AI Agent.

Develop and maintain a comprehensive knowledge base, FAQs, response templates, and customer support documentation.

Implement and continuously improve AI-powered customer support to automate common inquiries and ensure smooth escalation to human agents.

Troubleshoot customer issues related to product features, account access, subscriptions, billing, and other platform functionalities.

Collaborate with Product, Engineering, and other internal teams to investigate bugs, **escalate** technical issues, and improve the customer experience.

Establish customer support SOPs, escalation procedures, service standards, and operational workflows.

Monitor key support metrics, including response time, resolution time, customer satisfaction (CSAT), and AI support performance.

Identify recurring customer issues and recommend product or process improvements based on customer feedback.

Support the recruitment, onboarding, training, and management of future Customer Support team members as the business grows.

Qualifications

Minimum 3–5 years of experience in Customer Support, Customer Experience, Customer Success Operations, or related roles, preferably within SaaS, technology, or digital product companies.

Previous experience as a Senior Customer Support, Customer Support Lead, Customer Support Supervisor, or similar role is preferred.

Hands-on experience configuring or implementing customer support platforms, such as Intercom

Experience implementing AI chatbots, customer support automation, or automated support workflows is highly preferred.

Familiarity with Intercom Fin AI, Zendesk AI, or similar AI-powered customer support solutions is a strong advantage.

Experience developing knowledge bases, FAQs, SOPs, and customer support workflows.

Strong troubleshooting, problem-solving, and analytical skills, with the ability to investigate customer issues before escalating them to technical teams.

Familiarity with customer support KPIs, including SLA, response time, resolution time, and CSAT.

Excellent communication, coordination, and customer-handling skills.

Self-driven, proactive, and comfortable working independently in an early-stage startup environment.

Willingness to handle customer inquiries directly while building and improving customer support operations.

Willing to work full-time onsite at Ebony Batavia, PIK, North Jakarta.

HoLink Solusi Digital is an all-in-one link-in-bio and online profile management platform built for Indonesian MSMEs, creators, and small business owners. We help users manage their digital presence efficiently through a single link connecting all platforms, products, and services. Founded to empower Indonesian MSMEs in the digital era, HoLink delivers technology that is easy to use, affordable, and locally relevant, believing digital transformation should be accessible to every small business owner. With interactive profile pages, product catalogs, and social media integrations, HoLink serves as a trusted digital partner helping small businesses build a professional online presence.

HoLink Solusi Digital is an all-in-one link-in-bio and online profile management platform built for Indonesian MSMEs, creators, and small business owners. We help users manage their digital presence efficiently through a single link connecting all platforms, products, and services. Founded to empower Indonesian MSMEs in the digital era, HoLink delivers technology that is easy to use, affordable, and locally relevant, believing digital transformation should be accessible to every small business owner. With interactive profile pages, product catalogs, and social media integrations, HoLink serves as a trusted digital partner helping small businesses build a professional online presence.