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Customer Support Representative Lead (CSR Lead)

3 weeks, 6 days ago
Indonesia
Full-time
Lead
Customer Support
Customer and Technical Support
Apply Now
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
View All Jobs 20

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

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