Customer Support Representative Lead (CSR Lead)
RemoteIndonesia or Bali, Jawa Timur, Republic of Indonesia
Job Summary
Supervise daily support queue operations for Email and Live Chat channels, monitor team bandwidth, and ensure accurate, timely responses. Handle high-priority, complex customer escalations and resolve them promptly while maintaining direct involvement in answering inquiries and educating users. Routinely review tickets, provide constructive feedback, conduct training sessions, and create internal knowledge bases, SOPs, and FAQ guides. Track key metrics such as CSAT, First Response Time, and Resolution Rate to report performance insights to stakeholders. Requires 3–4 years of support experience with 1–2 years in a leadership role, strong English and Bahasa Indonesia skills, and proficiency with Zendesk or Freshdesk. IBMC assists this fast-growing Bali-based client in elevating the front-line support pod.
Required Qualifications
- Bachelor's Degree in Communications, Business, Business Administration, or a related field
- Minimum 3–4 years of customer support experience
- At least 1–2 years 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 (e.g., Zendesk, Freshdesk, Intercom) and live chat platforms
- Demonstrated ability to remain calm, analytical, and polite when managing difficult customer escalations under pressure
- Familiarity with customer service metrics (CSAT, SLA, FRT) and experience creating support documentation/SOPs
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