Customer Support Manager

Jaggara; Kota Bandung; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A technology company in Bandung is seeking a Customer Support Manager to lead day-to-day operations for a complex B2B SaaS platform. You will manage support requests, work closely with cross-functional teams, and ensure customer satisfaction. The ideal candidate has 3+ years of experience in customer support, strong analytical skills, and is fluent in English. This full-time, on-site role offers a competitive salary and the opportunity to build and improve support operations.

Qualifications

• 3+ years of experience in customer support, technical support, or customer-facing SaaS roles.
• Experience supporting B2B software platforms.
• Strong understanding of complex systems and workflows.

Responsibilities

• Manage incoming support requests and support processes.
• Lead and improve customer support operations.
• Coordinate with cross-functional teams for effective issue resolution.

Skills

Customer support

Technical support

Problem-solving

Analytical skills

Fluent English

Tools

Zendesk

Intercom

Freshdesk

Job description

Overview

Customer Support Manager (B2B SaaS / ERP) — Bandung, Dago • Full-Time | On-site

About the Company

We are a technology company based in Bandung supporting U.S.-based B2B SaaS platforms used in daily business operations. Our software is ERP-style, mission-critical for customers, and requires structured, high-quality support to ensure reliability, trust, and long-term retention. Customer Support plays a key role in helping customers resolve issues, understand the system, and maintain confidence in the platform.

Role Overview

We are looking for a Customer Support Manager to lead day-to-day support operations for a complex B2B SaaS platform.

You will be responsible for:

• Managing incoming support requests
• Leading and improving support processes
• Coordinating with product, engineering, and implementation teams
• Ensuring customers receive timely, accurate, and professional support

This role combines people leadership, process ownership, and hands-on problem solving. It is not a call-center role — it requires strong system understanding and clear communication with U.S.-based customers.

Responsibilities

• Customer Support Operations
  • Own day-to-day customer support operations
  • Manage support channels (ticketing system, email, etc.)
  • Ensure SLAs, response times, and resolution quality are met
  • Handle escalated or complex customer issues directly when needed
• Team Leadership & Coaching
  • Lead, train, and support a team of customer support specialists
  • Review tickets and provide feedback to improve quality and consistency
  • Create and maintain support workflows and escalation paths
  • Help scale the support function as the customer base grows
• Cross-Functional Collaboration
  • Work closely with Engineering (bug reports, fixes, root-cause analysis)
  • Product (feature feedback, usability issues)
  • Implementation and Customer Success teams
  • Translate customer issues into clear internal documentation
  • Advocate for customers while balancing product and engineering realities
• Process & Documentation
  • Build and maintain:
    • Support documentation
    • Internal runbooks
    • Customer-facing help articles or FAQs
  • Identify recurring issues and drive process or product improvements
  • Improve tooling, workflows, and reporting over time

Required Qualifications

• 3+ years of experience in:
  • Customer support
  • Technical support
  • OR customer-facing SaaS roles
  • Experience supporting B2B software platforms
• Strong problem-solving and analytical skills
• Ability to understand complex systems and workflows
• Fluent English (spoken and written) — daily communication with U.S.-based customers
• Experience managing or mentoring support staff
• Able to work full-time, on-site in Bandung

Preferred Qualifications

• Experience supporting:
  • ERP systems
  • Operations, logistics, or commerce software
• Experience working with:
  • Ticketing systems (Zendesk, Intercom, Freshdesk, etc.)
  • CRM or customer success tools
• Experience handling:
  • Escalations
  • Priority customers
• Background in Customer Success or Implementation

What This Role Is / Is Not

✅ This role IS:

• A leadership role within customer support
• Process-driven and quality-focused
• Critical to customer retention and satisfaction

🚫 This role is NOT:

• Call-center management
• Sales
• A purely reactive, ticket-only role

Compensation & Benefits

• Salary: IDR 14,000,000 – 22,000,000 per month (gross), depending on experience
• High-impact role working with U.S.-based customers
• Opportunity to build and improve support operations
• Professional, structured work environment
• Full-time, on-site role in our Dago, Bandung office

How to Apply

Please submit:

• Your CV
• A short description of your customer support leadership experience
• (Optional) Examples of support processes or teams you’ve managed