Customer Service Team Lead — Drive CX, SLA, & Automation

EPOS; Jakarta Pusat; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

EPOS is seeking a hands-on Customer Service Team Lead to drive operations, monitor performance, and improve customer experience in a fintech/payments environment. You will oversee L1/L2 support, coach staff, and collaborate with Ops, Tech, Product, and external partners to optimize processes.

You will guide automation initiatives, ensure SLA adherence, and build knowledge bases and escalation frameworks while maintaining strong stakeholder relationships in a fast-paced setting.

Qualifications

• Proven track record in customer service or operations leadership.
• Strong leadership with hands-on execution style.
• Excellent written and verbal communication in English and Indonesian.

Responsibilities

• Lead and manage the Customer Service team (L1/L2) to high performance.
• Oversee daily operations across channels (calls, WhatsApp, ticketing).
• Monitor and enforce SLA targets (response time, resolution time, backlog).
• Handle high-priority escalations and complex cases.
• Coach and develop team through QA reviews and performance feedback.

Skills

Leadership

English proficiency

Indonesian proficiency

CRM experience

SLA management

QA & coaching

Automation awareness

Tools

CRM Systems

Ticketing tools

Job description

EPOS is seeking a hands-on Customer Service Team Lead to drive operations, monitor performance, and improve customer experience in a fintech/payments environment. You will oversee L1/L2 support, coach staff, and collaborate with Ops, Tech, Product, and external partners to optimize processes.

You will guide automation initiatives, ensure SLA adherence, and build knowledge bases and escalation frameworks while maintaining strong stakeholder relationships in a fast-paced setting.