L1 Support Lead

About the Role

This role is responsible for leading a support team that provides front-line support to merchants. This role involves managing a team of support supervisors and agents, ensuring efficient operations, timely issue resolution, and maintaining high customer satisfaction. The manager serves as the escalation point for complex issues, collaborates with other teams to resolve them, and implements process improvements based on data analysis. Key responsibilities also include team development, performance monitoring, and fostering strong relationships with merchants to enhance their overall experience and retention.

What you will do

• Lead, mentor, and manage a team of supervisors who, in turn, oversee the Layer 1 support agents.
• Oversee the daily operations of the merchant support team, ensuring that inquiries and issues are handled efficiently and within SLAs.
• Serve as the final escalation point for complex or critical merchant issues that cannot be resolved by supervisors or support agents and collaborate with cross-functional teams (Product, Engineering, Sales, Onboarding, Legal, Risk, Layer 2 Support) to resolve escalated issues and ensure timely resolutions.
• Drive initiatives to improve merchant satisfaction, including regular feedback collection and implementation of improvements based on merchant needs.
• Analyze support metrics and performance data to identify areas for improvement in processes, tools, and team performance & prepare and present regular reports on support team performance, key metrics, and areas for improvement to senior management.
• Ensure that supervisors are providing ongoing training and development opportunities for their teams to keep their skills up to date.
• Maintain strong communication channels with other departments, such as Sales, Product, and Marketing, to align support efforts with overall business goals.

What you will need

• Bachelor's degree in Business, Information Technology, or a related field.
• 5+ years of experience in customer support or technical support, with at least 2 years in a managerial role.
• Proven experience managing a team, including supervisors, and overseeing a large-scale support operation.
• Strong understanding of customer support processes, tools (e.g., CRM systems, ticketing systems), and best practices.
• Excellent leadership, problem-solving, and communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

About the Team

Our team thrives in a fast-paced, detail-oriented environment where collaboration and problem-solving are at the core of everything we do. We handle high-impact issues related to transactions, discrepancies, and escalations. Working here means being surrounded by dedicated professionals who value accuracy, ownership, and continuous improvement. We work closely with cross-functional teams, support regulatory compliance, and are committed to mentoring one another while driving operational excellence.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.