Customer Operations Lead: E‑commerce & B2B Orders

Tentang Anak; Jakarta Pusat; On-site; IDR 180,000,000 - 340,000,000; Full time

Job summary

Tentang Anak is building the leading parenting ecosystem in Indonesia. We seek a Customer Service lead to own marketplace CRM operations, handle complaints end-to-end, and manage order-to-cash for key direct accounts.

You will oversee three platforms, drive CSAT improvements, coordinate with supply chain and logistics, and supervise external agents to ensure service excellence for families and B2B partners.

Qualifications

• 3–5 years of customer service or operations experience, preferably in ecommerce.
• Experience with CRM or ticketing systems and optimizing workflows.
• Familiarity with marketplace platforms (Shopee, Lazada, TikTok Shop) or direct B2B accounts.
• Experience handling refunds, returns, or disputes.
• Strong ownership mindset to resolve customer issues and improve processes.

Responsibilities

• Run day-to-day customer service across multiple marketplace platforms.
• Manage CRM templates, SLA adherence, and chatbot quality.
• Monitor CSAT and response times; report weekly on trends.
• Own end-to-end complaint settlements including refunds and returns.
• Coordinate with supply chain for order-to-cash for direct accounts.
• Provide feedback to external agents and support quality improvements.

Skills

Customer Service

CRM Systems

Marketplace Platforms

Complaint Resolution

Tools

Zendesk

Freshdesk

Job description

Tentang Anak is building the leading parenting ecosystem in Indonesia. We seek a Customer Service lead to own marketplace CRM operations, handle complaints end-to-end, and manage order-to-cash for key direct accounts.

You will oversee three platforms, drive CSAT improvements, coordinate with supply chain and logistics, and supervise external agents to ensure service excellence for families and B2B partners.