It Infrastructure Engineer - Digital Factory & Support Lead

Hengsen Holding Co.,Ltd; Surabaya ꦱꦸꦫꦧꦪ; Remote; IDR 1,254,031,000 - 1,791,473,000; Full time

Benefits offered by this job

Competitive salary + bonus structure

Health, dental, and vision insurance

Generous PTO and flexible hours

Budget for professional development

Supportive remote leadership culture

Job summary

Hengsen Holding Co.,Ltd is seeking an experienced Remote Customer Support Lead to drive the success of a distributed team delivering exceptional service across global customers. You will set strategic goals, optimize support processes, and foster a high-performance culture in a fully remote environment.

You will lead a remote group of support specialists, track key metrics, and collaborate with other departments to align customer strategies with business objectives.

Qualifications

• Experience leading remote customer support teams.
• Strong knowledge of customer support metrics and best practices.
• Excellent communication and leadership skills.
• Ability to motivate and develop a remote workforce.
• Bachelor’s degree in Business Administration or related field desirable.

Responsibilities

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and implement strategies to improve customer satisfaction and reduce response times.
• Monitor team performance, analyze key metrics, and provide regular reports to management.
• Establish and refine customer support processes, policies, and best practices.
• Handle escalated customer issues and ensure their timely and satisfactory resolution.
• Collaborate with other departments to align support strategies with overall business objectives.

Skills

Remote leadership

Customer support

CRM systems

Metrics analysis

Communication

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Support ticketing platforms

Job description

Our client is looking for an experienced and dynamic Remote Customer Support Lead to spearhead their customer support operations. In this key leadership role, you will manage a distributed team of support specialists, ensuring the delivery of exceptional customer service. You will be responsible for setting strategic goals, optimizing support processes, and fostering a high-performance culture, all while working remotely. This position offers a significant opportunity to shape the customer experience for a growing global company, driving satisfaction and loyalty from anywhere.

About the Role

Our client is looking for an experienced and dynamic Remote Customer Support Lead to spearhead their customer support operations. In this key leadership role, you will manage a distributed team of support specialists, ensuring the delivery of exceptional customer service. You will be responsible for setting strategic goals, optimizing support processes, and fostering a high-performance culture, all while working remotely. This position offers a significant opportunity to shape the customer experience for a growing global company, driving satisfaction and loyalty from anywhere.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and implement strategies to improve customer satisfaction and reduce response times.
• Monitor team performance, analyze key metrics, and provide regular reports to management.
• Establish and refine customer support processes, policies, and best practices.
• Handle escalated customer issues and ensure their timely and satisfactory resolution.
• Collaborate with other departments to align support strategies with overall business objectives.

Requirements

• Proven experience in a customer support leadership role, managing remote teams.
• Strong understanding of customer support best practices, metrics, and tools.
• Excellent communication, leadership, and problem-solving skills.
• Ability to motivate and develop a remote workforce.
• Experience with CRM systems and support ticketing platforms.
• Bachelor\'s degree in Business Administration or a related field is desirable.

Benefits

• Competitive salary and attractive performance-based bonus structure.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible working hours.
• Budget for professional development and continuous learning.
• A supportive and collaborative remote leadership opportunity.