Customer Support Lead

5 months ago

Jakarta, Indonesia Third-Party Job Posts Full time

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:

- Hire the best people around the world;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

As a **Customer Support Lead,** you will work closely with the Customer Support leadership to help build a team of elite Customer Support Coaches. You will make our company motto of "more reservations, happier guests" a reality by providing outstanding support to our customers and coaches around the world. To drive this point forward, you will be responsible for reviewing and aligning your team's productivity to our overall departmental goals.

**What You Will Do**:

- Lead and manage frontline customer support teams.
- Manage escalations from customers, internal teams, and leadership, and plays proactively during system outages to coordinate resolution efforts and minimize impact on customer experience.
- Demonstrate expert knowledge of the Cloudbeds suite of products with the ability to troubleshoot, identify, and escalate possible bugs and issues through the JIRA platform.
- Conduct 1:1 meetings with team members, as well as be responsible for ongoing career development and continuous learning. Regularly deliver feedback and coaching initiatives to address behavioral and performance issues.
- Ensure team staffing levels are balanced to meet service goals and volume in day to day operations.
- Provide suggestions and take ownership of projects to improve department processes and efficiency.
- Be an active participant in providing exceptional customer service with every interaction by assisting the customer support team in quickly resolving customer issues, identifying and participating in quickly and effectively de-escalating situations, and proactively following up on customer feedback.
- Able to test in-house and write work requests/JIRA tickets.
- Collect and provide training recommendations and feedback for enhanced working knowledge of support coaches.
- Conduct an advanced level of training for internal needs.
- Promote a positive team/work environment and exhibit strong leadership qualities.
- Follow up on customer's satisfaction feedback, providing constructive feedback to support coaches, and offering strategic suggestions to enhance overall team performance and improve customer satisfaction metrics.

**Required**:

- Minimum of two years experience in a customer support supervisor role or similar.
- Familiarity with customer support operations in a fast-paced SaaS environment.
- Excellent communication skills (written and oral in English) and interpersonal skills.
- Must possess excellent customer service skills and problem-solving skills
- Strong coaching and people development skills
- Experience with Zendesk or similar ticketing platforms.
- Experience in hospitality/tourism is preferred.
- Excellent internet/Wi-Fi connection.

**Key Competencies**:

- Strong Leadership Skills: Ability to lead and motivate a team of customer support representatives, providing guidance, coaching, and feedback to help excel in their roles
- Customer-Focused Mindset: A passion for delivering exceptional customer service and a commitment to meeting and exceeding customer expectations
- Team Collaboration: Demonstrated experience in collaborating effectively with cross-functional teams in product, sales, account management, and onboarding.
- Technical Proficiency: Ability to quickly learn, navigate, and troubleshoot new technologies and platforms
- Analytical Thinking: Capacity to analyze customer support metrics and data to identify trends and areas for improvement, leading to enhanced efficiency and customer satisfaction.

Note: This is a remote position that can be done from anywhere.

Our

  • Customer Support Lead

    5 months ago

    Jakarta, Indonesia Third-Party Job Posts Full time

    Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its...

  • Digital Marketing Specialist

    4 days ago

    Jakarta, Indonesia Builder Lead Converter Full time

    **Builder Lead Converter**: **Digital Marketing Specialist**: **About Us**: Builder Lead Converter is a dynamic and innovative company specializing in helping builders convert leads into customers through cutting-edge marketing strategies. We pride ourselves on delivering exceptional results and providing our clients with top-tier service. We are seeking a...

  • Lead Customer Success

    4 months ago

    Jakarta, Indonesia PEOPLE SEARCH INTERNATIONAL Full time

    **Customer Success Rep - International BPO company** **Role**: Our client is an leading international BPO company and presently they are hiring some roles for their client: Spotify **Skill and Experiences**: - **An experienced chat customer success representative with a minimum of 1 year experience in a similar role**: - **Quick learner with excellent...

  • Customer Services and Support

    4 months ago

    Jakarta, Indonesia PT. Silk Route Trade Services Indonesia Full time

    **Customer Services and Support Staff** **The Opportunity** We are seeking a passionate Customer Services and Support Staff. Join our ranks and add to SRTS’s growth as a leading organisation in Export Import Trading. If you are someone who enjoys the grit and fast-paced nature of a thriving business, then this is the opportunity for you. At SRTS, you...

  • Customer Services and Support

    5 months ago

    Jakarta, Indonesia PT. Silk Route Trade Services Indonesia Full time

    **Customer Services and Support Staff** **The Opportunity** We are seeking a passionate Customer Services and Support Staff. Join our ranks and add to SRTS’s growth as a leading organisation in Export Import Trading. If you are someone who enjoys the grit and fast-paced nature of a thriving business, then this is the opportunity for you. At SRTS, you...

  • Customer & Operational Support Supervisor

    6 months ago

    Jakarta, Indonesia PT. Adhikara Bangun Abadi Full time

    Brief Requirements: - Min. Bachelor Degree any major - Has experiences in Operations, Inventory and Customer Support Services In Hospitality and Healthcare Industries - Able to handle complains, customer survey, problem solving, visit customers - Able to handle inventory management (stock, distribution, analysis data, etc) - Able to use computer (Ms....

  • Head of Customer Support and Workforce Management

    4 weeks ago

    Jakarta, Indonesia Patrianna Full time

    **Overview** **Key Responsibilities** - **Leadership and Management**: Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization. - **Strategic Oversight**: Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and...

  • Head of Customer Support

    2 months ago

    Jakarta, Indonesia Patrianna Full time

    We are currently partnered with B2Spin who are looking for an experienced Head of Customer Support & Player Operations to join their team! **Are you a passionate leader **passionate with delivering exceptional player experiences?** B2Spin, a rapidly expanding gaming company, is seeking a dynamic Head of Customer Support and Player Operations to lead our...

  • Senior Director, Customer Support

    2 months ago

    Jakarta, Indonesia Coda Payments Full time

    **What We Do** At Coda, we break down barriers between publishers and their audiences by thinking outside of the app. Coda is trusted by 300+ top digital content publishers - including industry giants Activision Blizzard, Bigo, Electronic Arts, Riot Games, and Zynga - to grow revenue, profit margins, and customer engagement in 60+ markets with ease. For...

  • Sales & Marketing Officer (Jakarta)

    5 months ago

    Jakarta, Indonesia Global Visa Support Full time

    Global Visa Support (est. 2010) is an immigration and education consultancy with headquarters in London and offices in Canada, the Philippines, Indonesia, India, UAE, Egypt and Morocco. We specialise in immigration and study programmes in the UK, Canada, USA and New Zealand. We are looking for an experienced sales & marketing officer for the Global Visa...

  • IT Support Lead

    5 months ago

    Jakarta, Indonesia Amartha Full time

    Lead our IT support team by providing direction, training, and ongoing performance management. - Analyze business requirements, conduct planning and perform installation of office network and system - Collaborate with HQ IT engineers and PM to plan and execute new projects - Manage office LAN network, wireless network and VPN operation, maintenance and...

  • Application Support Lead

    5 months ago

    Jakarta, Indonesia Hana Bank Full time

    The Bank was established on 27 April 1971 under the name of PT Bank Pasar Pagi Madju. In line with the change in its status from a retail banking to a commercial bank in 1989, the Bank’s name was changed into PT Bank Bintang Manunggal (Bank Bima). This status change had a positive impact on the Bank’s performance and succeeded in attracting Hana...

  • Relationship Manager Support Lead

    4 months ago

    Jakarta, Indonesia Shopee Full time

    Department Business Development and Partnerships- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe Business Development and Partnerships teams at Shopee are dynamic and energetic. The teams are always looking to acquire business opportunities to drive Shopee to be the No. 1 e-commerce platform in Southeast Asia and Taiwan. The aim of the Business...

  • Customer Support

    5 months ago

    Jakarta, Indonesia Reka Multi Aptika Full time

    **Requirements**: - Minimum 1 year experience as customer support - Passionate for games, enjoy communicating with user, understand user's mentality and habits as well - Passionate for game industry career - Fluent speaking in **English** both oral or written - Have mature teamwork spirit - Ability to respond different types of customer characteristics -...

  • Trade Finance Professional

    5 months ago

    Jakarta, Indonesia Trdfin Support Service Pvt Ltd Full time

    Euro Exim Bank, an award-winning and high-performing global financial institution is seeking freelance-based professionals to sell trade finance services to exporters and importers worldwide. If you are truly passionate about sales and have outstanding selling skills, this role could be for you. **Main features of the job,** - Freelance basis only (this is...

  • Quality & Performance Management Lead (Customer

    5 months ago

    Jakarta, Indonesia Shopee Full time

    DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root...

  • Customer Support Representatives

    5 months ago

    Jakarta, Indonesia XIPAT Flexible Solutions Company Limited Full time

    **This is a Remote position**_ **1. Responsibilities** - Answering questions about features and documenting any technical issues, and passing them on to the product team - Creating support tasks for the team - Clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;...

  • Customer Support

    5 months ago

    Jakarta, Indonesia ATI Business Group Full time

    ATI Business Group is a Global Business Process Management, Technology and Services Company. Our Clients’ businesses are on remarkable journeys as they strive to deliver the best possible outcomes for their customers. Our aim at ATI in working with our Clients’, is to support their continued growth by providing cost effective technology and talented and...

  • Lead Technical Support

    4 months ago

    Jakarta, Indonesia PEOPLE SEARCH INTERNATIONAL Full time

    **Lead Technical Support Representative - International BPO company** **Role**: Our client is an leading international BPO company and presently they are hiring some roles for their client: Spotify **Skill and Experiences**: - **An experienced technical support representative with a minimum of 3-4 years experience in a similar role**: - **Quick learner...

  • Learning & Development Lead (Customer Service)

    5 months ago

    Jakarta, Indonesia Shopee Full time

    DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root...