Customer Support Manager - ID

South Jakarta, DKI Jakarta
Posted 3 minggu yang lalu | Customer Service


Job Type   :
Job Industry   :
Advertising / Marketing / PR
Job Function   :
Customer Service
Experience   :
Manager / Senior Manager / Department Head
Education   :
Bachelor Degree - S1


  • At GetCraft, we've built a platform where companies & agencies can easily
  • connect with the best publishers, influencers & creators to produce high-quality
  • content at affordable costs. Today, brands can tell the stories they want to
  • tell, publishers can be profitable in digital, and skilled content creators can
  • get connected with leading brands and agencies. Our ultimate goal is to help
  • foster a thriving creative and media industry in Southeast Asia & beyond.
  • Since starting the business in 2014, we’ve quickly grown to more than 100 people
  • in Indonesia, Philippines, Malaysia, and Singapore have worked on over 2,000
  • campaigns for more than 130 brands, grown our network to more than 4,000
  • creators and have given more than US$5 million back to them.
  • As a Customer Service Manager you play an essential role in helping us achieve
  • our market ambitions. Get out of your comfort zone through creative problem
  • solving, market challenges or helping customers with solutions. The Customer
  • Support Manager leads, oversees and supports the customer journey in the
  • marketplace.
  • Job responsibilities
  • * Identify support trends, create new strategies and implement changes for
  • improvement.
  • * Establish and improve Customer Support team SOP, ensuring full implementation
  • and all KPIs set are met.
  • * Supervise agents, monitor operational issues and manage escalations to the
  • respective teams to effectively solve issues.
  • * Communicate with management and operations team to ensure compliance with
  • company standards
  • * Maintain and review agents' performance, perform training for under-performed
  • key metrics.
  • * Work closely with VP Operations to define new strategy/reporting initiatives.
  • * Maintain the attrition of the team


  • * 2-3 years working experience as a supervisor / CS Manager
  • * Solid experience in data analysis and customer service
  • * Experience in the advertising industry is preferred
  • * Knowledge of ticketing system (HubSpot) is an advantage
  • * Demonstrated success in effectively managing a team as well as working in a
  • team
  • * Excellent negotiation, communication and interpersonal skills
  • * Good verbal and written skills in English
  • * Looks at tricky situations through a solutions-focused lens
  • * Work productively in a fast paced and agile environment


    • Profit Share Scheme

    • Organizational Transparency

    • Strong Employee Development Plans

    • 20 Days of Paid Annual Leave & Flexible Work Arrangement

    • Private health insurance

    • BPJS TK

    If you're interested in this role, please drop your CV at


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Company Industry : Advertising / Marketing / PR

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