Customer Support Manager

We are looking for a talented and experienced leader to run our Customer Support Operations team. This team is on the ‘front line’ with our users. It helps solve problems that may arise with our platform and resolves these with our users. With a passion for user experience and customer satisfaction, you and your team delight users ensuring that their engagement and experience with the OnlinePajak platform is smooth and enjoyable. You are an out of the box thinker, with a pragmatic, data-driven and analytical mindset. This is an opportunity for a proactive leader to join OnlinePajak at a very exciting time in our growth.

Location : .

Responsibilities

  • Manage a growing team of Customer Support professionals, including supervising their professional and personal development within the company
  • Set clear goals at a team and individual level, always ensuring the happiness and experience of our users
  • Be an advisor and leader whilst working with cross functional teams and the leadership group in creating and driving innovative techniques to allow for continuous growth in efficiency and output from Customer Support Operations
  • Collect and synthesize customer feedback at scale and communicate this with our product teams
  • Create and contribute to team policies, workflows and other organisational improvements within and outside of the Customer Support Operations team
  • Maintain an environment that drives the values of OnlinePajak within the Customer Support Operations team

Requirements

  • Bachelor degree from a top university with high grades
  • Minimum 10 years of customer support experience within technology, SaaS or tax/accounting software companies
  • Minimum 5 years managing a high performing team of customer support professionals
  • Experience creating support processes and workflows that scale to reach hundreds of thousands of users/customers, including exposure to modern customer support technologies and practices
  • Familiarity and comfort with customer support tools, technologies and processes such as Zendesk, chat bots, help centre management and outsourced vendor management
  • An excellent people manager with strong project management skills
  • Strong written and spoken Bahasa and English skills

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Are you the right candidate?

We would love to hear from you. Please send us your resume and cover letter.