CS Team Lead
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Before you apply
LocationJakarta, Jakarta, Indonesia
Typefull-time
SeniorityLead
DepartmentEPOS Global Solutions Sdn Bhd
Company size501–1,000 people
PostedOct 19, 2026 · 2w ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
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 escalations
Familiarity with CRM / ticketing systems and support tools
Comfortable working in a fast-paced environment with shift arrangements
Experience in fintech, payments, or operations-heavy environments is a plus
Skills
CRM
ticketing systems
AI
chatbot
self-service
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
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Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems)
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Monitor and enforce SLA targets (response time, resolution time, backlog management)
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Handle and resolve high-priority escalations and complex cases
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Coach, train, and develop team members through QA reviews and performance feedback
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Drive CSAT improvement initiatives and enhance overall customer experience
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Build and maintain knowledge base (KB), SOPs, and escalation frameworks
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Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes
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Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis
Requirements
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