CX Lead

5 days ago

Jakarta, Jakarta, Indonesia Tentram Full time 15,000,000 - 30,000,000 per year

Location:
Greater Jakarta / Hybrid

Function:
Customer Experience, Research Ops, Voice of Customer

Type:
Full-time

About the role

We're building a "User Happiness" function to make our users feel genuinely cared for. You'll own the end-to-end user experience: exceptional customer service, continuous user interviews, and a structured feedback engine that turns insights into product and process improvements.

What you'll do

  • Deliver exceptional service
  • Run day-to-day support (Whatsapp and in-app chat) with clear SLAs and clear comms.
  • Build and maintain SOPs, macros, help-center articles, and escalation paths.
  • Drive first-contact resolution and proactive "heads-up" communications for incidents/maintenance.
  • Stay close to users (VOC & research)
  • Together with our Product Management team, plan and conduct weekly interviews and usability checks with residents and property admins.
  • Segment users (new, activated, repeat, lapsed) and map their top pain points and positive moments.
  • Maintain a rolling VOC backlog with quantified impact and clips/quotes.
  • Closely collaborate with Product & Ops
  • Turn feedback into prioritized problem statements; co-define acceptance criteria with Product Managers.
  • Track "insights shipped" (issues fixed/features launched) and announce wins to the community.
  • Own clear measures of success
  • Define and report KPIs; run experiments (copy, flows, policies) to move metrics.
  • Build lightweight dashboards and weekly CX reviews with stakeholders.
  • Build the team (medium-term)
  • Hire, coach, and schedule CX Specialists;

KPI ownership:

  • Improvements in
    CSAT
    and
    FCR
    (First Contact Resolution)
  • Quick
    FRT
    (First Response Time)
  • Good
    NPS
  • Activation lift
    for new users (D7 first-order rate) and
    D30 repeat rate
    improvement
  • Bug/issue time-to-resolution
    and
    % insights shipped
    (e.g., ≥3 meaningful fixes/optimizations per month)

Background & Experience:

  • 4–7 years in CX/Support, Service Ops, Research Ops, or Product Ops (marketplace/fintech/SaaS is a plus).
  • Obsession with users, excellent written & verbal comms (Bahasa Indonesia & English).
  • Experience setting SLAs and designing SOPs for support quality.
  • Comfortable with data: can build simple dashboards and analyze trends (Google Sheets/Metabase; SQL basics a plus).
  • Hands-on with tools like WhatsApp Business.
  • Bias to action, calm under pressure, and great at cross-functional collaboration.

Nice to have:

  • Experience with community management (WhatsApp groups/notice boards), field activations, or property/ecosystem ops.
  • Familiarity with payment flows, order/fulfillment, and incident comms.

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