Customer Support Representative – Lead

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Oversee the daily operations of the customer support queue through email and live chat channels.

• Assess team capacity and ensure prompt, accurate responses during operational hours.

• Address and resolve high-priority, complex, or sensitive customer escalations.

• Evaluate support tickets, monitor the quality of responses, provide constructive feedback, and conduct training sessions for support representatives.

• Develop and maintain internal knowledge bases, standard operating procedures (SOPs), and customer-facing FAQ resources.

• Respond to customer inquiries, assist users with products and services, and educate them about product features.

• Monitor customer support metrics, including Customer Satisfaction (CSAT), First Response Time (FRT), and Resolution Rate.

• Deliver regular performance insights to IBMC and client stakeholders.

⛳️ Requirements

• Bachelor’s Degree in Communications, Business, Business Administration, or a related discipline.

• At least 3–4 years of experience in customer support.

• A minimum of 1–2 years in a leadership, supervisory, or team lead position.

• Exceptional written and verbal communication skills in both English and Bahasa Indonesia.

• Strong expertise in helpdesk ticketing systems like Zendesk, Freshdesk, or Intercom.

• Proficient in live chat platforms.

• Capability to remain composed, analytical, and courteous while managing challenging customer escalations under pressure.

• Knowledge of customer service metrics such as CSAT, SLA, and FRT.

• Experience in creating support documentation and standard operating procedures.

🏝️ Benefits

• Direct career guidance and professional growth opportunities under IBMC.

• A collaborative and supportive team atmosphere within a thriving Bali-based organization.