Customer Support Ops Lead — AI-Driven & Knowledge Base

PT Holink Solusi Digital; Jakarta Utara; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

HoLink Solusi Digital is seeking a hands-on Customer Support Lead to establish and manage our support operations from the ground up. You will own Intercom configuration, AI-powered support, knowledge base development, and future team scaling.

You will oversee daily inquiries, optimize workflows, and collaborate with Product and Engineering to resolve issues and improve the customer experience. This is a full-time onsite role in Jakarta.

Qualifications

• Hands-on experience configuring or implementing customer support platforms (e.g., Intercom).
• Experience with AI-powered support and automation tools.
• Strong troubleshooting and analytical skills, with the ability to resolve issues or escalate when needed.
• Familiarity with customer support KPIs like SLA, response time, and CSAT.

Responsibilities

• Manage daily customer inquiries through Intercom with timely, accurate support.
• Set up and optimize Intercom features: Inbox, Help Center, workflows, automation.
• Develop and maintain a knowledge base, FAQs, templates, and support docs.
• Implement AI-powered support to automate common inquiries and smooth escalation to humans.
• Troubleshoot product, account, billing, and subscription issues.
• Collaborate with Product and Engineering to investigate bugs and improve CX.
• Establish support SOPs, escalation procedures, and service standards.
• Monitor responsiveness and CSAT, and AI performance metrics.
• Identify recurring issues and propose product/process improvements.
• Support recruitment, onboarding, and early team growth.

Skills

Intercom setup

AI support

Troubleshooting

Analytical skills

CSAT tracking

Tools

Intercom

Zendesk AI

Job description

HoLink Solusi Digital is seeking a hands-on Customer Support Lead to establish and manage our support operations from the ground up. You will own Intercom configuration, AI-powered support, knowledge base development, and future team scaling.

You will oversee daily inquiries, optimize workflows, and collaborate with Product and Engineering to resolve issues and improve the customer experience. This is a full-time onsite role in Jakarta.