Deskripsi Pekerjaan
Soul Bikes Indonesia is looking for an experienced Head of Customer Support Manager to oversee our growing customer service department. As a key member of our leadership team, you will be responsible for the daily management of our operations, ensuring that every rider and customer receives a world-class experience. We are seeking a responsible individual who can take full ownership of our customer relations, team development, and strategic operational planning. In this role, you will design and implement service standards, manage team performance, and handle high-level escalations. You will also work closely with cross-functional teams to resolve issues and improve our products. If you are ready to lead a motivated team and drive excellence in customer support, this is the opportunity for you.
Tanggung Jawab
- Oversee the daily operations and workflow of the Customer Support department.
- Lead, mentor, and develop a high-performing support team to meet service goals.
- Develop and implement customer service policies, procedures, and standards.
- Monitor team performance metrics, including response times and customer satisfaction scores.
- Handle complex escalations and complaints to ensure high retention and satisfaction.
- Collaborate with other departments to improve the overall customer journey and product offerings.
- Analyze customer feedback and market trends to drive continuous improvement.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 5-7 years of experience in customer support management.
- Proven experience leading and managing teams in a fast-paced environment.
- Strong leadership, conflict resolution, and communication skills.
- Proficiency in CRM software and support ticketing systems.
- Fluent in English and Bahasa Indonesia.
- Ability to work under pressure and manage multiple priorities effectively.