Customer Service Team Lead — Drive CSAT, SLA & Automation

EPOS Pte. Ltd.; Jakarta Pusat; Presencial; IDR 200.880.000 - 290.160.000; Jornada completa

Descripción de la vacante

EPOS Pte. Ltd. is seeking a hands-on Customer Service Team Lead to steer our support operations and day-to-day execution.

You will drive team performance, service quality, and efficiency while pushing improvements in automation, SLA adherence, and customer experience. You will lead L1/L2 support, oversee multi-channel operations, coach team members, handle escalations, and collaborate with Ops, Tech, Product, and partners to resolve issues and improve processes.

Formación

• Experience in customer service or operations leadership.
• Strong leadership and mentoring skills.
• Ability to manage SLA targets and escalations.
• Experience with fintech/payments a plus.
• Proficient in English and Indonesian.

Responsabilidades

• Lead and manage the Customer Service team across L1/L2.
• Oversee daily operations across calls, WhatsApp, ticketing.
• Monitor and enforce SLA targets.
• Handle high-priority escalations.
• Coach and develop team through QA and feedback.
• Drive CSAT improvement and customer experience.
• Maintain KB, SOPs, and escalation frameworks.
• Collaborate with Ops, Tech, Product, and partners to resolve issues and improve processes.
• Support automation initiatives to reduce manual workload.
• Ensure accurate reporting and performance analysis.

Conocimientos

English & Indonesian

Customer service leadership

Leadership

Stakeholder management

CRM knowledge

Ticketing systems

Problem solving

Fintech domain knowledge

Shift work flexibility

Herramientas

CRM systems

Ticketing software

QA tools

Descripción del empleo

EPOS Pte. Ltd. is seeking a hands-on Customer Service Team Lead to steer our support operations and day-to-day execution.

You will drive team performance, service quality, and efficiency while pushing improvements in automation, SLA adherence, and customer experience. You will lead L1/L2 support, oversee multi-channel operations, coach team members, handle escalations, and collaborate with Ops, Tech, Product, and partners to resolve issues and improve processes.