Customer Operations - Customer Support Manager

  • Jakarta, Indonesia
  • Full-time

Company Description

Ajaib is a financial technology company that provides a modern digital experience for beginners and seasoned investors alike. Our mission is to enable our customers to achieve financial freedom. Financial systems are the backbone of any country's economy and wealth so we bear heavy responsibility for our customers. Our software engineers work on a variety of projects ranging from bleeding-edge innovations in financial systems to exciting consumer products. We never stop learning and we always seek ways to improve. If you want to apply your knowledge and skills to impact millions of lives, join our team.

Job Description

  • Manage Customer Support team to ensure friendly and effective customer support via in-app chat, email and WA
  • Develop operations strategy to uphold the best customer experience in the industry
  • Implement capacity planning, strategies, processes and procedures to improve agents’ performance
  • Optimize existing business operational processes to improve key KPIs
  • Monitor and ensure day-to-day activities run smoothly
  • Solve real-time problems by liaising with multiple parties internally and externally
  • Ensure all agents are able to meet QA requirements

Qualifications

  • Minimum Bachelor’s Degree
  • 2+ years of experience in customer service, business operations or other relevant roles
  • Experienced managing 2+ people
  • Highly analytical and obsessed with the customer experience

Additional Information

  • Minimum Bachelor’s Degree in management, engineering or other relevant majors
  • 4+ years of experience in consulting, business operations or other relevant roles
  • Experienced managing 10+ people
  • Highly analytical and obsessed with the customer experience