Customer Service Lead

ResponsibilitiesOversee daily CS/CX operations and directly manage 3 supervisors (Manpower, Audit, Operations) and a team of 30+ agents, ensuring service levels, SLA compliance, and productivity targets are consistently metMonitor and analyze overall team performance through reports and dashboards to identify trends, gaps, and improvement opportunitiesEvaluate and enhance customer service processes, including escalation flow, response quality, and operational efficiencyCollaborate cross-functionally with internal teams to resolve systemic issues and implement process, product, or policy improvements that elevate customer experienceDevelop, implement, and continuously improve SOPs, Quality Assurance frameworks, and training programs to maintain service excellenceManage team performance against KPIs, leveraging data insights to drive positive changes in CSAT, Productivity, Quality, and Contact RateConsolidate and present weekly performance reports and strategic recommendations to managementHandle high-priority or sensitive customer cases, including those requiring coordination with internal stakeholders or external regulatory-related parties, ensuring timely, accurate, and compliant resolutionAdvocate for continuous improvement by leveraging team feedback and operational learnings to influence product, process, and policy enhancementsRequirementsBachelor’s degree in any field3–5 years of experience in Customer Service operations, with at least 1–2 years in a team lead or supervisor positionStrong leadership, analytical, and decision making skillsExcellent communication skills in Bahasa Indonesia and English (spoken and written)Proficient in using CRM or ticketing tools (e.g., Zendesk, Freshdesk, Intercom) and Google Workspace, including Google Sheets, Google Docs, Google Slides, and Google Forms for reporting, presentations, and operational trackingComfortable with data tracking, performance reporting, and translating insights into actionable improvementsHigh attention to detail, especially in monitoring response quality and compliance with SOPsExperience working in a tech/start-up or fast-paced environmentFamiliarity with Metabase or similar data tools for performance reportingKnowledge of chatbot or system integration workflowsAbout MoladinMoladin is Indonesia’s leading mobility fintech platform with end to end financing solutions for all players in the used car and EV ecosystem. Moladin empowers its rapidly growing network of more than 26,000 active used car agents and dealer MSMEs, and provides used car consumers with better financing access through digitized loan underwriting. This is supported by its strong used car capabilities with branches and warehouses covering more than 100 cities, industry-leading AI / IoT and partnerships with all top auto financing companies across Indonesia, and also through its OJK-regulated multi-finance company PT Moladin Finance Indonesia. Moladin’s vision is to be a positive driving force in the physical and social mobility of all the people it touches (“Mobility for all”).For further information about Moladin, please visit https://moladin.comPowered by JazzHR4hhWSe0uc8