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L1 Support Lead

Jakarta, Indonesia (On-site)

L1 Support Lead

1 Month ago • 5 Years + • Operations

About the job

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Job Description

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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.

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About The Company

GoTo Group

245 Active Jobs

GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.

GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.