Customer Care Team Lead

About us We're a financial services company leveraging cutting-edge technology to provide fintech and financial solutions to the underserved Southeast Asia market. Our team is a diverse and carefully selected group of finance and tech professionals worldwide. With the successful launch of our first product, our top-tier international talent continues to innovate and drive forward in our fast-paced and quality-driven environment. Our journey is marked by continuous learning, growth, and a passion for our work. We remain committed to breaking new ground, adapting, and thriving amidst the challenges and opportunities that lie ahead.

Role & Responsibilities

Responsible for Honest Care Operation end to end monitoring including supervision of a group of Customer Care Specialist, ensure the 24/7 operation work accordance to company standard

Provide regular (weekly & monthly) coaching and counseling to all team members discuss the performance progress and ensure all team members achieve the performance target

Review and Identify performance & operation related issues regularly (Daily, weekly, monthly), develop an action plan for improvement, implement corrective action.

Responsible for all issues escalation and do proactive follow up to relevant stake holders to ensure all the issues solved within the SLA

Organize schedule & shift pattern based on the operational needs

Ensure a safe and harmonious working environment for all Customer Care Team and be the role model in embracing Honest Value for the team

Generate insight based on the customer\'s voice and develop action plan accordingly

Develop and maintain Knowledge base and or FAQ updated with the latest product, promo information and communicate for any changes to the team and ensure all team members are aware and updated

Qualifications

Customer oriented

Have strong leadership & critical thinking skill

3+ years of experience in customer service

2+ year of experience as a team leader or supervisor

Good at communication, problem-solving, and coaching

Ability to communicate to all level

Extensive experience in managing 24/7 Contact Center operation

Self driven & full of initiative

High level of attention to details

Ready to work on shifts or flexible hours if needed

English proficient

Work Location: Cilandak, South Jakarta

Work Hours: Shift basis (24 hours operational coverage)

Our application process

The hiring team reviews your application

You get invited to an technical interview with the hiring team

SLIK / BI Checking andBackground Checking by Integrity

Offer

Why you\'ll love it here

Training Course

You\'ll be working with the smartest people in the industry

A modern office right in the heart of Jakarta

Monthly Wellness Allowance

We don\'t believe in titles or hierarchy but value contribution & celebrate achievements as a team

Honest Hiring At Honest, we\'re working hard to build the future of finance for Asia. To do so, we prioritize attracting the best talent worldwide to join us – regardless of their background and heritage.

At Honest, we are committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, or other class protected by applicable law. We are proud to be an equal-opportunity workplace.

If you want to change how people access finance in Asia, join us and help us build a global company where we\'re all proud to belong.

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