Customer Support Representative Lead (CSR Lead)

1 month, 3 weeks ago
Full-time
Lead
Customer and Technical Support
IBMC

IBMC

IBMC provides comprehensive support for businesses navigating the complexities of local regulations and processes in Indonesia, offering services in HR management, strategic refinement, and tax and accounting to facilitate business growth and success i...

Founded 2022

Description

  • Supervise daily support queue operations across email and live chat channels.
  • Monitor team bandwidth and ensure accurate, timely responses during operational hours.
  • Handle high-priority, complex, or sensitive customer escalations and resolve them promptly.
  • Review support tickets, monitor response quality, and provide feedback and coaching to support agents.
  • Conduct training sessions to improve team performance and service quality.
  • Create and update internal knowledge bases, SOPs, and customer-facing FAQ guides.
  • Stay actively involved in direct customer support and product guidance.
  • Track support metrics such as CSAT, First Response Time, and Resolution Rate.
  • Report performance insights to IBMC and client stakeholders.

Requirements

  • Bachelor’s degree in Communications, Business, Business Administration, or a related field.
  • 3–4 years of customer support experience.
  • 1–2 years of experience in a leadership, supervisory, or team lead role.
  • Flawless professional written and spoken communication skills in English and Bahasa Indonesia.
  • Strong proficiency with helpdesk ticketing systems such as Zendesk, Freshdesk, or Intercom.
  • Experience using live chat platforms.
  • Ability to remain calm, analytical, and polite when handling difficult customer escalations under pressure.
  • Familiarity with customer service metrics such as CSAT, SLA, and FRT.
  • Experience creating support documentation, SOPs, or similar process materials.

Benefits

  • Direct career oversight and professional development under IBMC.
  • Collaborative and supportive team environment.
  • Opportunity to support a growing Bali-based enterprise.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Supplier Support Advisor/CX Advisor - B2B

Tripadvisor 1K-5K Consumer Services

Tripadvisor Group is hiring a CX Advisor to support global tour operators, resolve operational issues, and maintain accurate, high-performing listings across Viator and Tripadvisor while protecting the traveler experience.

Agile Salesforce
1 hour, 59 minutes ago

Customer Services Specialist

Bia 51-250 Electric Utilities

Como Energy Concierge en Bia Energy, gestionarás una cartera exclusiva de clientes empresariales en Latinoamérica para ofrecer soluciones energéticas personalizadas, optimizar su consumo y construir relaciones duraderas.

2 hours, 14 minutes ago

Work From Home - Member Care Specialist

Remote client-facing financial services role focused on enrolling and supporting families seeking guidance through benefits and related financial conversations.

2 hours, 14 minutes ago

Virtual Policyholder Support Representative

Remote client-facing financial services role focused on enrolling and supporting families seeking guidance, with ongoing mentorship and relationship management.

2 hours, 14 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers