Customer Support Representative Lead (CSR Lead)
Job Description
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The Role
We are seeking a proactive, highly organized, and communicative Customer Support Representative Lead to oversee and elevate our customer support team. Building upon core support duties, you will take ownership of team performance, daily operations, quality assurance, and high-level escalations. The ideal candidate combines hands-on support experience with strong leadership skills to guide the team in delivering a seamless user experience across email and live chat channels.
Maintain active involvement in answering customer inquiries, guiding them through products and services, and educating users on product functionalities.
Track key customer support metrics (e.g., CSAT, First Response Time, Resolution Rate) and report regular performance insights to IBMC and client stakeholders.
Key Responsibilities
- Team Leadership & Operations: Supervise daily support queue operations (Email and Live Chat), monitor team bandwidth, and ensure accurate, timely responses during operational hours.
- Escalation Management: Handle high-priority, complex, or sensitive customer complaints escalated by support representatives and resolve them promptly.
- Quality Assurance (QA) & Coaching: Routinely review support tickets, monitor response quality, provide constructive feedback, and conduct training sessions to upskill support agents.
- Process & Knowledge Management: Create and update internal knowledge bases, standard operating procedures (SOPs), and customer-facing FAQ guides to enhance self-service and team efficiency.
- Direct Customer Support: Maintain active involvement in answering customer inquiries, guiding them through products and services, and educating users on product functionalities.
- Performance Reporting: Track key customer support metrics (e.g., CSAT, First Response Time, Resolution Rate) and report regular performance insights to IBMC and client stakeholders.
Requirements
- Education: Bachelor’s Degree in Communications, Business, Business Administration, or a related field.
- Experience: Minimum 3–4 years of customer support experience, with at least 1–2 years in a leadership, supervisory, or team lead role.
- Communication Mastery: Flawless professional written and spoken communication skills in English and Bahasa Indonesia.
- Technical Skills: Strong proficiency with helpdesk ticketing systems (e.g., Zendesk, Freshdesk, Intercom) and live chat platforms.
- Problem-Solving & Composure: Demonstrated ability to remain calm, analytical, and polite when managing difficult customer escalations under pressure.
- Data & Process Orientation: Familiarity with customer service metrics (CSAT, SLA, FRT) and experience creating support documentation/SOPs.
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IBMC is a premier, enterprise-grade Employer of Record (EOR) and corporate consulting platform engineered to orchestrate massive-scale, borderless human-capital deployment across Indonesia and the broader Southeast Asian market. Operating as a highly integrated operational ecosystem, the company eliminates the massive friction of traditional international expansion by seamlessly unifying local entity incorporation, rigorous talent acquisition, and complex payroll compliance into a single, cohesive service architecture. Moving beyond the rigid limitations of fragmented legal and HR agencies, IBMC provides global organizations with frictionless access to elite tech and customer support professionals without the financial overhead of establishing foreign subsidiaries. Under the hood, their sophisticated compliance framework natively handles local tax intricacies, complex visa regulations, and stringent background checks, allowing international businesses to safely bypass bureaucratic bottlenecks. What sets IBMC apart is its uncompromising dedication to rapid market penetration; by bridging the gap between high-yield Southeast Asian talent pools and frictionless corporate governance, the platform empowers global enterprises to dramatically accelerate their operational footprints and optimize their cross-border workforce dynamics.
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