Customer Support Representative Lead (CSR Lead)

IBMC is a prominent business management consulting company in Indonesia, dedicated to driving business success. With a strong presence in the Indonesian market, we offer a comprehensive range of services tailored to meet the diverse needs of both local and international businesses. Currently, we are assisting our client, a fast-growing company based in Bali, in hiring a Customer Support Representative Lead (CSR Lead) . In this role, you will be directly managed under IBMC while leading the front-line support pod for our client's operations. 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. 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. 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. Direct career oversight and professional development under IBMC. Collaborative and supportive team environment supporting a growing Bali-based enterprise.