Customer Support Operations Lead (SEA)

Requirements:

8–12+ years of experience in customer service, customer care, or customer experience, with at least 5 years in a senior leadership roleProven track record of building, leading, and scaling high-performing customer care teamsStrong understanding of customer service operations, KPIs, SLAs, CSAT, NPS, and quality assurance frameworksExperience 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 retentionExcellent leadership, coaching, and people management skillsFluent in Bahasa Indonesia and English (written and spoken).Experience in fast-growing or high-volume environments is highly preferred.

Responsibilities:

Team Leadership & People ManagementLead, coach, and develop the Customer Care and Technical Support teamsFoster a structured, performance-driven team cultureEstablish clear KPIs, accountability, and ways of workingBalance strong team engagement with discipline and performance management

Customer Care & Operations ExcellenceOversee end-to-end customer care activitiesEnsure consistent delivery of high-quality service standardsAct as the escalation point for service and operational issuesDrive continuous improvement across processes, service quality, and turnaround time

Commercial & Customer ManagementManage relationships with key local and global customersIdentify opportunities to expand existing accounts and improve customer satisfactionSupport solutioning and service alignment based on customer needs

Cross-Functional CollaborationWork closely with Operations teams, Business Team, and Product Teams (IT and Product)Engage with Key Account stakeholders on regular performance reviewsManage alignment for service and knowledge between the Indonesia team and the Manila teamEnsure strong alignment between commercial commitments and operational execution

Performance & Financial AwarenessMonitor team performance against KPIs and service metricsBuild understanding of P&L drivers and support efficiency improvementsDrive volume retention and growth in line with business objectives