Customer Service Lead

Responsibilities

• Oversee daily CS / CX operations and directly manage 3 supervisors (Manpower, Audit, Operations) and a team of 30+ agents, ensuring service levels, SLA compliance, and productivity targets are consistently met.
• Monitor and analyze overall team performance through reports and dashboards to identify trends, gaps, and improvement opportunities.
• Evaluate and enhance customer service processes, including escalation flow, response quality, and operational efficiency.
• Collaborate cross‑functionally with internal teams to resolve systemic issues and implement process, product, or policy improvements that elevate customer experience.
• Develop, implement, and continuously improve SOPs, Quality Assurance frameworks, and training programs to maintain service excellence.
• Manage team performance against KPIs, leveraging data insights to drive positive changes in CSAT, Productivity, Quality, and Contact Rate.
• Consolidate and present weekly performance reports and strategic recommendations to management.
• Handle high‑priority or sensitive customer cases, including those requiring coordination with internal stakeholders or external regulatory‑related parties, ensuring timely, accurate, and compliant resolution.
• Advocate for continuous improvement by leveraging team feedback and operational learnings to influence product, process, and policy enhancements.

Requirements

About Moladin

Moladin is Indonesia’s leading mobility fintech platform with end‑to‑end financing solutions for all players in the used car and EV ecosystem. Moladin empowers its rapidly growing network of more than 26,000 active used‑car agents and dealer MSMEs, and provides used‑car consumers with better financing access through digitized loan underwriting. This is supported by its strong used‑car capabilities with branches and warehouses covering more than 100 cities, industry‑leading AI / IoT and partnerships with all top auto financing companies across Indonesia, and also through its OJK‑regulated multi‑finance company PT Moladin Finance Indonesia. Moladin’s vision is to be a positive driving force in the physical and social mobility of all the people it touches (“Mobility for all”).

For further information about Moladin, please visit

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