Remote Customer Experience Leader

Pt-Ruang-Raya-Indonesia-; Kota Yogyakarta; Remote; IDR 1,084,795,000 - 2,169,590,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

Performance bonus

Employee discounts

Remote work flexibility

Job summary

Pt-Ruang-Raya-Indonesia- is seeking a Lead Customer Experience Advocate to spearhead our remote customer service operations and shape the end-to-end journey. You will guide a team of customer advocates, set service standards, and drive strategic improvements to ensure high loyalty and satisfaction.

This fully remote role allows you to work from home and collaborate with cross-functional teams to achieve superior support outcomes and scalable processes.

Qualifications

• Minimum 5+ years in customer service or CX roles, with 2+ years in a leader role.
• Proven success in guiding remote teams and setting performance standards.
• Strong communication, interpersonal and conflict-resolution skills.
• Experience with CRM systems and customer support software.

Responsibilities

• Lead, mentor and motivate a remote team of Customer Experience Advocates.
• Develop and implement customer service strategies to boost satisfaction and retention.
• Monitor performance metrics, provide feedback, and conduct reviews.
• Handle escalated issues and complex inquiries with swift resolution.
• Collaborate with Product, Marketing and Operations to address pain points.
• Analyze feedback data to identify trends and improvement opportunities.
• Create and update training materials and SOPs for the team.
• Champion a customer-centric culture across the organization.
• Manage schedules to ensure adequate coverage across channels.

Skills

Remote leadership

CX strategy

CRM proficiency

Communication skills

Analytics

Education

Bachelor's degree in Business Admin / Communications

Tools

Zendesk

Intercom

Job description

Pt-Ruang-Raya-Indonesia- is seeking a Lead Customer Experience Advocate to spearhead our remote customer service operations and shape the end-to-end journey. You will guide a team of customer advocates, set service standards, and drive strategic improvements to ensure high loyalty and satisfaction.

This fully remote role allows you to work from home and collaborate with cross-functional teams to achieve superior support outcomes and scalable processes.