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Role Summary We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience. What You'll Do Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems) Monitor and enforce SLA targets (response time, resolution time, backlog management) Handle and resolve high-priority escalations and complex cases Coach, train, and develop team members through QA reviews and performance feedback Drive CSAT improvement initiatives and enhance overall customer experience Build and maintain knowledge base (KB), SOPs, and escalation frameworks Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis What We're Looking For Good communication skills in English and Indonesian Proven experience in customer service, contact center, or operations leadership roles Strong leadership with the ability to balance hands-on execution and team management Excellent communication and stakeholder management skills Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools Experience in fintech, payments, or operations-heavy environments is a plusC omfortable working in a fast-paced environment with shift arrangements