Job Description
The L3 Support Lead is responsible for overseeing the resolution of critical customer issues by coordinating and driving accountability across various departments. Acting as the primary point of escalation for complex technical and operational challenges, this role ensures that short-term fixes are implemented swiftly while advocating for and tracking long-term solutions to prevent recurrence. The L3 Support Lead also plays a key role in reporting and analyzing support trends to identify improvement opportunities and drive data-driven decisions.
Good To Have:
- Technical understanding proficiency is a plus
Must Have:
- Act as escalation point for complex issues
- Liaise with engineering, product, finance, operations
- Monitor and ensure quick implementation of workarounds
- Drive root cause analysis and lasting solutions
- Generate and analyze reports on issue trends
- Provide actionable insights and recommendations
- Update stakeholders on high-priority issues
- Identify workflow gaps and recommend enhancements
- Document resolutions and lessons learned
- At least 4 years of experience in support operations
- Understand system and product functionality
- Communicate effectively across audiences
- Excellent problem-solving and organizational skills
- Proficiency in data analysis and incident management tools
- Balance short-term urgency with long-term strategy
- Experience with reporting and delivering insights
About The Role
The L3 Support Lead is responsible for overseeing the resolution of critical customer issues by coordinating and driving accountability across various departments. Acting as the primary point of escalation for complex technical and operational challenges, this role ensures that short-term fixes are implemented swiftly while advocating for and tracking long-term solutions to prevent recurrence. The L3 Support Lead also plays a key role in reporting and analyzing support trends to identify improvement opportunities and drive data-driven decisions.
What You Will Do
- Act as the escalation point for unresolved or complex issues from L2 support, ensuring timely and effective resolution
- Liaise with engineering, product, finance & accounting and operations teams to track issue progress, provide clarity on merchant impact, and push for prioritization where needed
- Monitor and ensure quick implementation of immediate workarounds or fixes to minimize merchant disruption
- Drive root cause analysis efforts, ensuring teams take ownership of corrective actions and implement lasting solutions
- Generate and analyze regular reports on issue trends, root causes, and resolution performance, to identify recurring issues, workflow bottlenecks, and opportunities for process improvement
- Provide actionable insights and recommendations to leadership and other stakeholders
- Regularly update stakeholders on the status of high-priority issues and provide insights into recurring trends or systemic problems
- Identify gaps in workflows and recommend enhancements to improve incident resolution efficiency and collaboration between teams
- Document resolutions and lessons learned, contributing to the organization’s knowledge base to empower other support tiers
What You Will Need
- At least 4 years of experience in support operations, escalation management, or similar roles
- Have a decent understanding of how a system and product works, technical understanding proficiency is a plus
- Strong ability to communicate effectively across technical and non-technical audiences
- Proven experience in support operations, escalation management, or similar roles
- Excellent problem-solving and organizational skills
- Proficiency in data analysis tools (e.g., Excel, Tableau, SQL) and incident management platforms
- Ability to balance short-term urgency with long-term strategic thinking
- Experience with reporting and delivering actionable insights through data
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.
#LI-ONSITE
Set alerts for more jobs like Product Operations Lead
Set alerts for new jobs by GoTo Group
Set alerts for new Product jobs in Indonesia
Set alerts for new jobs in Indonesia
Set alerts for Product (Remote) jobs
