Deskripsi Pekerjaan
Join our dynamic team as a Social Commerce Support Supervisor in Indonesia and lead the future of customer engagement in the digital marketplace. This pivotal role combines strategic leadership with hands-on team management to deliver exceptional social commerce experiences. You'll oversee a dedicated support team, ensuring seamless customer interactions across social platforms while driving continuous service improvements. As a key stakeholder in our customer journey, you'll implement innovative solutions to enhance satisfaction metrics, resolve complex issues, and foster a culture of excellence. This position offers the opportunity to shape our social commerce strategy while mentoring talent in a fast-evolving digital landscape.
Tanggung Jawab
- Lead, mentor, and develop a high-performing social commerce support team
- Monitor daily operations, ensuring SLA compliance and quality standards
- Analyze customer feedback and metrics to identify improvement opportunities
- Implement training programs to enhance team product knowledge and soft skills
- Collaborate with marketing and product teams on customer-centric initiatives
- Handle escalated customer inquiries with empathy and strategic resolution
- Develop and optimize support workflows for social commerce platforms
Kualifikasi
- Bachelor's degree in Business, Marketing, or related field
- 3+ years of customer support experience with 1+ years in team leadership
- Expertise in social commerce platforms (Instagram, Facebook, TikTok Shop)
- Strong analytical skills with proficiency in CRM and support tools
- Fluency in Bahasa Indonesia and business-level English
- Proven track record in coaching and performance management
- Strategic problem-solving abilities with data-driven mindset