Customer Service Team Lead

About the job

We are seeking a highly motivated and experienced Team Leader to oversee and guide a team of 15 Customer Support Agents (CSAs). This role requires a proactive leader who can inspire performance, ensure operational excellence, and foster a supportive team environment. As a Team Leader, you will play a crucial role in driving service quality, managing escalations, and ensuring that customer satisfaction remains at the forefront. If you have strong leadership skills, a passion for coaching and development, and a proven track record in customer support, we would love to hear from you.

The entire recruitment process at Gear Inc. is conducted using authorized and secure platforms, and all information provided during the process is strictly accessed for recruitment purposes only.

For more information, please visit our websites: https://www.gearinc.com/

Key skills and experience

Bachelor’s degree in Business Administration, Communications, Psychology, Sociology, or a related field.

Fluent in English (C1 level or higher) with strong verbal and written communication skills.

At least 1 year experience in Customer Support or a related industry; leadership experience preferred.

Experience working in the gaming industry is a plus.

Previous BPO work experience is a plus

Strong team management, coaching, and interpersonal skills.

High attention to detail, with strong problem-solving and analytical abilities.

Proficiency with customer support tools and software is an advantage.

Willing to work weekends and public holidays

Able to work on shifting schedules, including night shifts

Willing to be placed in Denpasar, Bali (full WFO)

Responsibility

Lead, mentor, and inspire a team of 15 Customer Support Agents (CSAs), fostering a positive and high-performance culture.

Conduct regular team meetings, briefings, and process updates to ensure alignment and engagement.

Remain approachable and available to support CSAs with day-to-day challenges.

Performance Management

Ensure smooth execution of all CSA tasks, minimizing operational disruptions.

Monitor individual and team performance against KPIs, ensuring daily productivity and service level targets are met.

Monitor roster adherence, manage shrinkage, and optimize resource availability.

Provide constructive feedback, coaching, and performance evaluations to drive continuous improvement.

Identify skill gaps and support ongoing development through targeted training or knowledge‑sharing sessions.

Track and analyze performance data, preparing reports and recommending process improvements to maximize efficiency.

Manage client requirements and provide timely and appropriate solutions in line with agreed processes and service standards.

Escalate critical issues to the reporting manager promptly.

Benefits

Attractive basic salary

Private Health Insurance

Monthly internal events

Paid leave

International, fun, and professional working environment

Working closely with experienced foreign experts

Training and career development opportunities

Sport activities and game room

Working Location Denpasar, Bali, Indonesia

Seniority Level Associate

Employment Type Full-time

Job Function Customer Service

Industries Outsourcing and Offshoring Consulting

Salary

IDR 3,300,000.00 - IDR 3,300,001.00

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