CS Team Lead
EPOS · Jakarta, Indonesia
Sekilas tentang pekerjaan ini
EPOS mencari Customer Service Team Lead di Jakarta, Indonesia, untuk memimpin tim dukungan pelanggan dan menjalankan operasional harian, termasuk menjaga kualitas layanan, SLA, dan efisiensi. Posisi ini ditujukan bagi kandidat berpengalaman dalam customer service, contact center, atau kepemimpinan operasional.
Tugas utama
- Memimpin tim Customer Service L1/L2 dan mengelola operasional harian
- Memantau SLA, waktu penyelesaian, dan pengelolaan backlog
- Menangani eskalasi prioritas tinggi dan kasus kompleks
- Melatih anggota tim serta meningkatkan kualitas layanan dan CSAT
- Mendukung otomasi, pelaporan, dan perbaikan proses dukungan
Kualifikasi utama
- Pengalaman memimpin customer service, contact center, atau operasional
- Kemampuan komunikasi dalam bahasa Inggris dan Indonesia
- Kemampuan memimpin sekaligus terlibat langsung dalam pelaksanaan
- Pengalaman menangani eskalasi dan keterampilan pemecahan masalah
- Mengenal CRM, sistem ticketing, dan perangkat dukungan
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs EPOS.
Deskripsi pekerjaan
Role Summary
We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience.
What You'll Do
- Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems)
- Monitor and enforce SLA targets (response time, resolution time, backlog management)
- Handle and resolve high-priority escalations and complex cases
- Coach, train, and develop team members through QA reviews and performance feedback
- Drive CSAT improvement initiatives and enhance overall customer experience
- Build and maintain knowledge base (KB), SOPs, and escalation frameworks
- Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes
- Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis
What We're Looking For
- Good communication skills in English and Indonesian
- Proven experience in customer service, contact center, or operations leadership roles
- Strong leadership with the ability to balance hands-on execution and team management
- Excellent communication and stakeholder management skills
- Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools
- Experience in fintech, payments, or operations-heavy environments is a plusC
- omfortable working in a fast-paced environment with shift arrangements