Overview
Customer Support Operations Lead (SEA) Jobs in Jakarta, Indonesia at IDEKU
Title: Customer Support Operations Lead (SEA)
Company: IDEKU
Location: Jakarta, Indonesia
Requirements:
- 8–12+ years of experience in customer service, customer care, or customer experience, with at least 5 years in a senior leadership role
- Proven track record of building, leading, and scaling high-performing customer care teams
- Strong understanding of customer service operations, KPIs, SLAs, CSAT, NPS, and quality assurance frameworks
- Experience with customer care technologies and platforms (CRM systems, ticketing tools, contact center software)
- Demonstrated ability to develop customer-centric strategies and improve customer satisfaction and retention
- Excellent leadership, coaching, and people management skills
- Fluent in Bahasa Indonesia and English (written and spoken).
- Experience in fast-growing or high-volume environments is highly preferred.
Responsibilities:
Team Leadership & People Management
- Lead, coach, and develop the Customer Care and Technical Support teams
- Foster a structured, performance-driven team culture
- Establish clear KPIs, accountability, and ways of working
- Balance strong team engagement with discipline and performance management
Customer Care & Operations Excellence
- Oversee end-to-end customer care activities
- Ensure consistent delivery of high-quality service standards
- Act as the escalation point for service and operational issues
- Drive continuous improvement across processes, service quality, and turnaround time
Commercial & Customer Management
- Manage relationships with key local and global customers
- Identify opportunities to expand existing accounts and improve customer satisfaction
- Support solutioning and service alignment based on customer needs
Cross-Functional Collaboration
- Work closely with Operations teams, Business Team, and Product Teams (IT and Product)
- Engage with Key Account stakeholders on regular performance reviews
- Manage alignment for service and knowledge between the Indonesia team and the Manila team
- Ensure strong alignment between commercial commitments and operational execution
Performance & Financial Awareness
- Monitor team performance against KPIs and service metrics
- Build understanding of P&L drivers and support efficiency improvements
- Drive volume retention and growth in line with business objectives
