Head of SaaS Customer Support & Operations

Cartrack Technologies Indonesia; Jakarta Utara; On-site; IDR 500,000,000 - 750,000,000; Full time

Job summary

PT Cartrack South East Asia is seeking a Head of Customer Support to oversee daily operations, manage a technical team, and ensure service excellence for our SaaS platform and IoT-enabled solutions.

The role focuses on incident management, performance against SLAs, and cross-functional collaboration with product and engineering teams in a multinational, fast-paced environment. Jakarta head office with regional opportunities.

Qualifications

• Bachelor’s degree in a technical field.
• Minimum 3-5 years of managing large team, leadership experience in application support or technical operations.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.
• Strong incident management, troubleshooting, and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• In Indonesia, PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company with offices in Jakarta and Surabaya.

Responsibilities

• Oversee day-to-day support operations, including manpower planning and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system and product health and drive timely issue resolution.
• Lead resolution of complex technical issues and continuous improvement initiatives.
• Collaborate with product, engineering, and vendor teams.
• Provide technical and product training when required.

Skills

Leadership

Incident management

Troubleshooting

Communication

SaaS

IoT

API integrations

Education

Bachelor’s degree in a technical field

Tools

OTRS

Job description

PT Cartrack South East Asia is seeking a Head of Customer Support to oversee daily operations, manage a technical team, and ensure service excellence for our SaaS platform and IoT-enabled solutions.

The role focuses on incident management, performance against SLAs, and cross-functional collaboration with product and engineering teams in a multinational, fast-paced environment. Jakarta head office with regional opportunities.