SaaS Customer Support Lead — Mentor & Ops

Mekari; Indonesia; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

Mekari is seeking a Customer Support Supervisor for the Jakarta team to lead and develop the customer support function within Mekari Qontak. You will oversee chat quality, SLA adherence, and satisfaction metrics while coordinating with cross-functional teams to resolve inquiries and complaints.

Ideal candidates have experience leadingCustomer Support, strong communication with senior executives, and a proactive, analytical mindset.

Qualifications

• Experience in leading Customer Support or related fields
• Experience in IT company is a plus
• Target and incentives oriented
• People-oriented, proactive, and communicative
• Good analytical and problem-solving skills
• Confident in communicating with senior executives

Responsibilities

• Maintain chat, SLA, and customer satisfaction rate quality
• Handle complex inquiries and complaints
• Collaborate with internal team to handle complaints and other inquiries
• Manage and monitor all databases regarding Customer Support
• Coordinate responsibilities and capacity planning for their team
• Mentor & maintain customer support team performance
• 1-on-1 calibration & coaching in collaboration with QA support
• Train new joiners as a part of their onboarding process
• Assess and review new joiners’ performance
• Contribute in developing team OKR, Modules, and SOP

Job description

Mekari is seeking a Customer Support Supervisor for the Jakarta team to lead and develop the customer support function within Mekari Qontak. You will oversee chat quality, SLA adherence, and satisfaction metrics while coordinating with cross-functional teams to resolve inquiries and complaints.

Ideal candidates have experience leadingCustomer Support, strong communication with senior executives, and a proactive, analytical mindset.