Customer Service Team Lead

Gear Inc; Provinsi Bali; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A customer service company in Bali is seeking a Customer Service Team Lead to oversee a team of 15 agents. The ideal candidate will have at least one year of experience in customer support, strong leadership and communication skills, and a passion for coaching. Responsibilities include guiding the team, managing performance, and ensuring a high-quality service experience. The role offers a supportive work environment and good benefits, including health insurance and career development opportunities.

Benefits

Attractive basic salary

Private Health Insurance

Paid leave

Sport activities and game room

Training and career development opportunities

Qualifications

• Minimum 1 year experience in Customer Support or related field; leadership experience preferred.
• Experience in the gaming industry is a plus.
• Willing to work weekends and public holidays.

Responsibilities

• Lead, mentor, and inspire a team of 15 Customer Support Agents (CSAs).
• Monitor individual and team performance against KPIs.
• Manage client requirements and provide timely solutions.

Skills

Leadership skills

Coaching

Problem-solving

Interpersonal skills

Communication

Attention to detail

Analytical abilities

Education

Bachelor's degree in Business Administration, Communications, Psychology, or Sociology

Tools

Customer support tools

Job description

About the job Customer Service Team Lead

About the job

We are seeking a highly motivated and experienced Team Leader to oversee and guide a team of 15 Customer Support Agents (CSAs). This role requires a proactive leader who can inspire performance, ensure operational excellence, and foster a supportive team environment. As a Team Leader, you will play a crucial role in driving service quality, managing escalations, and ensuring that customer satisfaction remains at the forefront. If you have strong leadership skills, a passion for coaching and development, and a proven track record in customer support, we would love to hear from you.

• Bachelors degree in Business Administration, Communications, Psychology, Sociology, or a related field.
• Fluent in English (C1 level or higher) with strong verbal and written communication skills.
• At least 1 year experience in Customer Support or a related industry; leadership experience preferred.
• Experience working in the gaming industry is a plus.
• Previous BPO work experience is a plus
• Strong team management, coaching, and interpersonal skills.
• High attention to detail, with strong problem-solving and analytical abilities.
• Proficiency with customer support tools and software is an advantage.
• Willing to work weekends and public holidays
• Able to work on shifting schedules, including night shifts
• Willing to be placed in Denpasar, Bali (full WFO)

Responsibility

• Lead, mentor, and inspire a team of 15 Customer Support Agents (CSAs), fostering a positive and high-performance culture.
• Conduct regular team meetings, briefings, and process updates to ensure alignment and engagement.
• Remain approachable and available to support CSAs with day-to-day challenges.

Performance Management

• Ensure smooth execution of all CSA tasks, minimizing operational disruptions.
• Monitor individual and team performance against KPIs, ensuring daily productivity and service level targets are met.
• Monitor roster adherence, manage shrinkage, and optimize resource availability.
• Provide constructive feedback, coaching, and performance evaluations to drive continuous improvement.
• Identify skill gaps and support ongoing development through targeted training or knowledge-sharing sessions.
• Track and analyze performance data, preparing reports and recommending process improvements to maximize efficiency
• Manage client requirements and provide timely and appropriate solutions in line with agreed processes and service standards.
• Escalate critical issues to the reporting manager promptly.
• Attractive basic salary
• Private Health Insurance
• Monthly internal events
• Paid leave
• International, fun, and professional working environment:
• Working closely with experienced foreign experts;
• Training and career development opportunities;
• Sport activities and game room.

Working Location