We are hiring a practical, operational Customer Service Project Lead to run day-to-day contact center activities, own escalations, enforce SLAs, and improve service outcomes. This is a hands-on supervisory role (onsite).
Key Responsibilities
- Lead and supervise a team of customer service agents; set daily priorities and assign cases.
- Own and resolve complex customer escalations end-to-end.
- Monitor and report service metrics (CSAT, First Response Time, Average Resolution Time, ticket re-open and escalation rates); take corrective action to meet SLAs.
- Create and maintain schedules, workforce allocation, and shift coverage to meet operational demand.
- Conduct regular coaching, QA reviews, and formal performance evaluations, as well as creating weekly and monthly reports based on data
- Maintain and optimize ticket handling processes and workflows in the helpdesk/CRM.
- Collaborate with Product, Operations, Claims, and Marketing to remove root causes of recurring issues.
- Lead process improvement initiatives (SOP updates, QA calibration, knowledge base upkeep) and ensure consistent service quality.
- Train new hires on tools, processes, and expected service standards.
Requirements
- Diploma or equivalent (any major).
- 23 years total experience in Customer Service / Contact Center, including at least 2 years in a supervisory/lead role.
- Demonstrated experience handling escalations and delivering measurable improvements to service metrics.
- Strong written and verbal communication in Bahasa Indonesia; comfortable with basic English for cross-functional coordination.
- Proven ability to work under pressure and manage high ticket volumes.
- Hands-on experience with customer support/ticketing tools (e.g., Zendesk or Freshdesk).
- Comfortable analyzing CS data (basic Excel/Google Sheets reporting) and turning insights into operational changes.
- Experience in e-commerce/marketplace or insurance/broker insurance customer service is a plus.
About FUSEFuse is a breakthrough company in the insurance industry. We provide one app for various insurance product types from numerous well-known and trusted insurance companies. We have expanded our business not only in Indonesia but also China and Vietnam, and are planning on an even bigger expansion to grab markets from other Southeast Asia countries.
Our vision is to deploy the latest cutting-edge technology that enables everyone to buy, claim, or sell all kinds of insurances easily and instantly.
Our mission is to be an insurance technology/platform partner that allows all online/offline channel partners to sell multiple insurance products from multiple insurance companies online in real-time.
Fuse is committed not only to make insurance easily available for everyone but also to spread awareness about the importance of having financial plans and protection through insurance.
More About FUSE
FUSE Group LinkedIn
Instagram @lifeatfuse
