Merchant Experience Operations Manager

BukuWarung; Pulau Untung Jawa; On-site; IDR 446,400,000 - 781,200,000; Full time

Job summary

BukuWarung is seeking a Head of Merchant Happiness to lead frontline support across LiveChat, Slack, VIP accounts, and related BukuPay/BukuSimpan offerings. You will own L1 operations, vendor relationships, and fast, high-quality merchant responses.

You will coach leaders, analyze response-time metrics, ensure SLAs are met, and drive improvements to merchant satisfaction across multiple platforms.

Qualifications

• Around 6 years in customer support or contact-centre operations, with at least 4 years managing managers or team leaders.
• Direct experience managing an outsourced or BPO support team against contractual SLAs.
• Comfort with operational data: you read response-time distributions, not just averages, analyze it and set targets from them.
• Experience with helpdesk tooling (Zoho or Udesk is a plus).
• Written and spoken Bahasa Indonesia and working English.
• Experience with payments, fintech or SME-facing products is a plus.
• Able to diagnose problems to its root cause, create solutions properly and execute it successfully

Responsibilities

• Daily L1 operations across LiveChat, Slack and VIP merchant handling: staffing, shift coverage, queue health and backlog.
• Results on L1-driven KRs: first response time, average response time, average handle time, merchant CSAT, QA and training scores, cost per contact and backlog age.
• Partner management for the outsourced L1 team, including written SLAs, monthly performance reviews and OKR performance handling.
• Procurement and payment processing for MH partners, working with Finance.
• Handoff quality between L1 and L2 escalation, and between the chatbot and L1.
• Weekly and monthly L1 reporting to the Head of Merchant Happiness
• Coaching and development of team leaders, working with the QA and training function on agents who score below the pass threshold.

Skills

People management

L1/L2 operations

Vendor management

Data analysis

Tools

Zoho

Udesk

Job description

BukuWarung is seeking a Head of Merchant Happiness to lead frontline support across LiveChat, Slack, VIP accounts, and related BukuPay/BukuSimpan offerings. You will own L1 operations, vendor relationships, and fast, high-quality merchant responses.

You will coach leaders, analyze response-time metrics, ensure SLAs are met, and drive improvements to merchant satisfaction across multiple platforms.