Customer Support Team Leader

The Customer Support Team Leader plays a critical role in managing and leading the Crew Support team. They are responsible for overseeing the team's performance, ensuring exceptional support to candidates, and optimizing support processes to drive candidate success. This role will be based in Bali.

Job Responsibilities:

• Supervise and mentor Crew Support staff to ensure high performance.

• Oversee service quality, manage KPIs, and directly resolve complex inquiries.

• Continuously improve support processes and collaborate with other departments.

• Implement changes based on feedback and track their effectiveness.

• Maintain accurate documentation and generate regular performance reports.

• Develop and deliver team training, and manage resource allocation efficiently.

• Ensure consistent service quality and high levels of candidate satisfaction.

Requirements:

• Bachelor's degree (S1) with at least 3 years of relevant supervisory experience.

• Proficient in Microsoft Office, especially Excel (including formulas), communication tools, and database management.

• Fluent in English, both written and spoken.

• Demonstrated leadership with strong strategic thinking, problem-solving, and customer service skills.