Customer Support Lead: Operations & Escalations

Ibmc; Indonesia; On-site; IDR 133,920,000 - 223,200,000; Full time

Benefits offered by this job

Direct career oversight

Bali-based team

Job summary

Ibmc is seeking a proactive Customer Support Representative Lead to oversee the front-line team for a Bali-based client, working directly under IBMC. You will manage email and live chat operations, guide the team through escalations, and ensure a seamless user experience across channels.

The ideal candidate has 3–4 years in customer support with 1–2 years in leadership, fluent in English and Bahasa Indonesia, and hands-on experience with Zendesk, Freshdesk or Intercom.

Qualifications

• Bachelor’s Degree in Communications, Business, or related field.
• 3–4 years in customer support with 1–2 years in leadership.
• Fluent in English and Bahasa Indonesia.
• Experience with helpdesk systems (Zendesk, Freshdesk, Intercom) and live chat.
• Strong problem-solving and calm, professional communication.

Responsibilities

• Lead daily support queue operations (Email and Live Chat) and monitor bandwidth.
• Manage high-priority escalations and ensure timely resolution.
• QA and coaching: review tickets and provide feedback; train agents.
• Create and update SOPs and knowledge bases.
• Handle customer inquiries and educate users on product features.
• Track CSAT, FRT, SLA and report performance insights.

Skills

Leadership

Quality Assurance

Zendesk

Freshdesk

Intercom

Email & Live Chat

CSAT & SLA Metrics

Bilingual English/Indonesian

Education

Bachelor’s Degree

Tools

Zendesk

Freshdesk

Intercom

Job description

Ibmc is seeking a proactive Customer Support Representative Lead to oversee the front-line team for a Bali-based client, working directly under IBMC. You will manage email and live chat operations, guide the team through escalations, and ensure a seamless user experience across channels.

The ideal candidate has 3–4 years in customer support with 1–2 years in leadership, fluent in English and Bahasa Indonesia, and hands-on experience with Zendesk, Freshdesk or Intercom.