Customer Service Team Lead – CX, SLAs & Automation

EPOS; Cilangkap; Sur place; IDR 240 000 000 - 360 000 000; Plein temps

Résumé du poste

EPOS in Jakarta is seeking a hands-on Customer Service Team Lead to oversee day-to-day support operations and drive team performance. You will manage SLA adherence, handle escalations, coach staff, and collaborate with Ops, Tech and Product to optimize processes.

The role requires strong leadership, excellent communication in English and Indonesian, and experience with CRM or ticketing systems. Shift-based, fast-paced fintech/payments environment experience is a plus.

Qualifications

• Good communication in English and Indonesian.
• Proven experience in customer service, contact center, or operations leadership.
• Strong leadership with hands-on execution and team management.
• Excellent communication and stakeholder management.
• Strong problem-solving mindset with experience handling escalations.

Responsabilités

• Lead and manage the Customer Service team (L1/L2 support).
• Oversee daily operations across channels (calls, WhatsApp, tickets).
• Monitor and enforce SLA targets (response, resolution, backlog).
• Coach, train, and develop team members through QA reviews and feedback.
• Drive CSAT improvement and enhance customer experience.
• Build and maintain knowledge base, SOPs, escalation frameworks.
• Collaborate with Ops, Tech, Product, and partners to improve processes.
• Support automation implementation to reduce manual workload and ensure accurate reporting.

Connaissances

Leadership

Communication

CRM systems

English proficiency

Indonesian proficiency

Problem solving

Outils

CRM / Ticketing systems

Description du poste

EPOS in Jakarta is seeking a hands-on Customer Service Team Lead to oversee day-to-day support operations and drive team performance. You will manage SLA adherence, handle escalations, coach staff, and collaborate with Ops, Tech and Product to optimize processes.

The role requires strong leadership, excellent communication in English and Indonesian, and experience with CRM or ticketing systems. Shift-based, fast-paced fintech/payments environment experience is a plus.