Head of Customer Support

About usMIFX is a pioneer trading platform in Indonesia that is backed by a 24 years old market leader in the industry, Monex Investindo Futures. We are a futures broker facilitating forex, commodities, and index trading that is fully regulated and complies with BAPPEBTI regulations.MIFX focuses on making the trading process #SemudahItu by prioritizing easy access, trading education, and providing the lowest prices to start trading where traders can buy 0.01 micro lots from our platform.Led by a solid marketing-technology team that leverages lean analytics and agile product development with a vision of creating the most seamless trading experience for the millennial generation through the MIFX platform, we are proud to continuously growing our volumes by improving our customer experience and people's experience for sure to grow with us.We are looking for more talents to create a positive impact.#SemudahItu join us and be part of Indonesia's next largest fintech company!Are you ready to be a part of MIFX for the upcoming “big wave”?What you will do:Develop and establish metrics processes, KPIs, policies, and procedures to measure consistent and exceptional employee onboarding, success, and sustainable services.Coordinate and liaise with multi-stakeholders (vendors, clients, customers, and internal divisions) in the facility to ensure smooth operation.Keep up with regulatory/legal requirements and be open to learning about any changes based on operational needs or government policies.Propose and/or lead and manage an innovation project for the organization.Analyze customer feedback, behavior, and trends to identify opportunities for services, seamless flow process, and product improvement, and make data-driven decisions.Map out employee working shifts and traffic forecasting according to operational demands.What you will need:Bachelor’s degree in any field, with minimum 6 years of experience in contact center, customer success, account management, or related roles.Experienced in reporting, data analysis, and managing team performance (e.g., absenteeism, staff issues).Skilled in troubleshooting and resolving Quality of Service (QoS) issues.Proven success in developing and implementing customer onboarding and success strategies that drive satisfaction, retention, and growth.