Customer Service Team Lead

EPOS; Jakarta Pusat; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

EPOS is seeking a hands-on Customer Service Team Lead to head our support operations in Jakarta. You will drive day-to-day execution, maintain performance, and optimize processes across channels to improve customer experience.

You will oversee SLA adherence, coach staff, and collaborate with Ops, Tech, Product, and partners while advancing automation and self-service initiatives.

Qualifications

• Minimum 5 years in customer service or operations leadership.
• Proven ability to manage SLAs and drive CSAT improvements.
• Experience with CRM/ticketing systems and cross-functional collaboration.

Responsibilities

• Lead and manage the Customer Service team (L1/L2 support) with high performance and engagement.
• Oversee daily operations across channels (calls, WhatsApp, ticketing systems).
• Monitor and enforce SLA targets (response time, resolution time, backlog).
• 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 customer experience.

Skills

Leadership

CSAT improvement

SLA management

CRM systems

Tools

CRM software

Ticketing system

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