Head of Customer Success - Fintech Platform

PT Talenta Eksekutif Asia (Matcha Talent); Jakarta Utara; On-site; IDR 249.210.000 - 415.352.000; Full time

Job summary

A well-established fintech company in Indonesia is seeking a Head of Customer Support to lead its customer experience function. Ideal candidates will have over 6 years of experience in customer support, particularly in fintech or trading environments. The role includes developing metrics, improving customer support services, and ensuring operational excellence. This position offers a competitive salary and benefits, and requires a business-level proficiency in English.

Benefits

Competitive salary

Benefits package

Opportunity for career advancement

Qualifications

• 6+ years in customer support, contact center operations, or related roles.
• Previous exposure in fintech or trading industries.
• Willingness to work under a shift system.

Responsibilities

• Lead the customer experience function and ensure operational excellence.
• Develop and implement metrics and procedures for support services.
• Manage innovation projects to improve customer support.

Skills

Leadership

Analytical thinking

Customer-centric mindset

Strong communication

Problem-solving

Education

Bachelor’s degree in any field

Tools

Customer Support Ticketing Software

Job description

Head of Customer Support - Fintech Platform

Our client is one of Indonesia’s most established and fully regulated forex trading companies. With a strong commitment to transparency and compliance, it operates under the supervision of BAPPEBTI and has been a trusted name in the country’s financial markets for over two decades.

Its core business centers around foreign exchange (forex) trading, commodities, and index trading, providing sophisticated trading tools and services to both retail clients and institutional partners. It is also considered a leading financial technology company in Indonesia, providing regulated forex and commodities trading through its digital platforms and mobile apps, making trading more accessible with advanced features, real-time tools, and user-friendly technology.

Role Overview

The Head of Customer Support will lead the company’s customer experience function, ensuring operational excellence, regulatory compliance, and continuous improvement of support services. This role requires strong leadership in contact center operations, service innovation, and data-driven decision making to elevate customer satisfaction and operational efficiency.

Key Responsibilities

• Develop and implement metrics, KPIs, policies, and procedures for onboarding, success, and support services.
• Coordinate with internal and external stakeholders (vendors, clients, regulators) to ensure smooth operations.
• Stay updated on regulatory/legal requirements, adapting processes to new policies.
• Propose, lead, and manage innovation projects to improve customer support.
• Analyze feedback, behavior, and trends to improve products and services.
• Plan employee shifts and forecast traffic in line with operational demands.

Job Requirements

• Education: Bachelor’s degree in any field.
• Experience: 6+ years in customer support, contact center operations, customer success, or related roles.
• Previous or recent exposure in fintech, startup, preferably crypto, stock, forex.
• Technical Expertise: Proficiency with Customer Support Ticketing Software and strong troubleshooting ability for Quality of Service (QoS) issues.
• Professional Skills: Excellent prioritization, judgment, and follow-up skills, strong communication, leadership, and analytical thinking, problem-solving and customer-centric mindset.
• Language Skills: business-level oral and written English.
• Willingness to work under a shift system.

Why Join Us?

Be part of a fast-growing fintech company with regional and global presence.

Lead customer support transformation with direct impact on client satisfaction.

Work closely with C-level executives in a dynamic, forward-thinking organization.

Key Selling Points

• Strategic leadership role in customer experience and operations.
• Opportunity to innovate processes in a regulated fintech environment.
• Competitive salary and benefits package.