Customer Service Lead

TUNTUN SEKURITAS INDONESIA; Pluit; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading Indonesian securities firm is seeking a Customer Service Team Lead to guide the team in providing excellent support across multiple channels. Candidates should have 2-4 years of experience in customer service, particularly in fintech or banking, with strong leadership and financial product knowledge. This role requires excellent communication and problem-solving skills, offering a chance to make impactful contributions in a dynamic environment.

Qualifications

• 2-4 years of experience in Customer Service, preferably in fintech or banking.
• Strong understanding of stocks, mutual funds, bonds, and capital markets.
• Ability to analyze and communicate technical issues.
• Excellent leadership and coaching skills.
• Strong attention to detail and multitasking abilities.

Responsibilities

• Lead and mentor the Customer Service team.
• Oversee daily CS operations and performance monitoring.
• Ensure excellent customer experience and issue resolution.
• Identify and analyze technical issues and collaborate on solutions.
• Develop knowledge base content and train new team members.

Skills

Customer Service experience

Leadership skills

Communication skills

Problem-solving skills

Understanding of financial products

Tools

Google Workspace

Customer support platforms

Job description

Responsibilities

1. Lead and mentor the Customer Service team in delivering high-quality, timely, and accurate support across WhatsApp, email, and call channels.
2. Oversee daily CS operations, including workload allocation, performance monitoring, service level tracking, and escalation management.
3. Ensure consistently excellent customer experience for inquiries related to the Tuntun app, stock investments, mutual funds, and capital market activities.
4. Assist in handling complex or escalated cases, ensuring issues are resolved promptly and aligned with company policies and regulatory.
5. Review and improve onboarding and account opening workflows, ensuring new client requests are processed efficiently and accurately.
6. Identify, analyze, and document technical issues or bugs encountered by users, and collaborate with Product & Engineering teams to validate, prioritize, and track resolutions.
7. Present issue summaries, trends, and CS insights clearly to management, providing data-driven recommendations for product or process improvements.
8. Coordinate cross-functional communication with Operations, Compliance, Product, and Technology teams to ensure smooth resolution of customer problems.
9. Develop knowledge base content, SOPs, scripts, and internal guides to ensure consistent service quality across the CS team.
10. Train new CS team members on product knowledge, communication skills, workflow tools, and regulatory requirements.

Qualifications

• Minimum 2–4 years of experience in Customer Service, preferably in fintech, banking, securities, or other regulated industries; prior team lead experience is a strong advantage.
• Strong understanding of stocks, mutual funds, bonds, capital markets, and investment operations.
• Ability to understand, analyze, and communicate technical issues (e.g., app bugs, backend errors, UX flows) clearly to both engineering teams and management.
• Excellent leadership, coaching, and communication skills, with the ability to manage a team in a fast-paced environment.
• Strong problem-solving skills, attention to detail, and the ability to multitask and prioritize under pressure.
• Proficiency in Google Workspace, customer support platforms, and internal ticketing tools.
• Experience with drafting reports, presentations, and structured summaries for management review.
• Holding a WPPE (Wakil Perantara Pedagang Efek) license is an advantage.
• High level of ownership, adaptability, and continuous improvement mindset.
• Available to join immediately is a plus.

PT Tuntun Sekuritas Indonesia is an Indonesian securities company regulated by OJK. Founded in 1999 under name Quattro Asia Sekuritas and registered with the OJK license number KEP-04/PM/PPE/2000. In December 2023 the company was officially changed its name to PT Tuntun Sekuritas Indonesia, owned by Antai Securities. Antai Securities holds securities licenses for securities trading, asset management and investment advisory in Hongkong, focusing on securities research, securities investment and other businesses, the company's backbone team has invested more than US $10 billion in Asia & North America and it has invested more than US $20 million in Indonesia.