Position : CX Support Leader
Company : PT Rajawali Telekomunikasi Seluler
Location : Jakarta, Indonesia (Remote Team Management)
Direct Supervisor : Head of Business And Solution
Status : Full-Time Employee
We are looking for a structured and execution-focused CX Support Leader to manage and drive the performance of our customer support operations. This role will be responsible for ensuring consistent service quality, operational discipline, and accurate reporting across a distributed support team.
What You Will Do
- Lead and manage a team of customer support agents across multiple locations (remote setup)
- Ensure daily operations run smoothly, including customer handling, monitoring activities, and reporting
- Oversee and validate operational monitoring tasks to ensure service quality and compliance
- Implement and maintain structured workflows, SOPs, and reporting systems
- Ensure accuracy, consistency, and timeliness of all operational data and reports
- Drive team discipline, accountability, and performance through clear KPIs
- Handle escalation cases and ensure proper resolution with strong ownership
- Identify operational gaps and execute improvements across people, processes, and tools
- Maintain a balance between customer experience and operational control
What We're Looking For
- Minimum 3 years of experience in contact center / customer support operations, with team handling experience
- Strong in execution, structured thinking, and operational control
- Detail-oriented and data-driven in managing performance and reporting
- Proven ability to build discipline and accountability within a team
- Comfortable handling both customer experience and operational monitoring tasks
- Strong problem-solving skills with a hands-on approach
- High ownership and ability to work in a fast-paced, remote environment
- Able to enforce standards while keeping team engagement stable
Why Join Us
- Opportunity to lead a growing remote CX team
- Direct impact on customer satisfaction and operational performance
- Work closely with management in shaping operational improvements
- Build a strong foundation in scalable customer support operations
