# CS Team Lead

> EPOS · Jakarta, Indonesia · — · Posted 2026-10-19

**Workplace:** on_site

**Department:** EPOS Global Solutions Sdn Bhd

## Description

**Role Summary**

We are looking for a hands-on and driven Customer Service Team Lead to lead our customer support operations while actively managing day-to-day execution. This role will be responsible for team performance, service quality, and operational efficiency, while driving improvements in automation, SLA adherence, and customer experience.

**What You'll Do**

-   Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagementOversee daily operations across channels (calls, WhatsApp, ticketing systems)
-   Monitor and enforce SLA targets (response time, resolution time, backlog management)
-   Handle and resolve high-priority escalations and complex cases
-   Coach, train, and develop team members through QA reviews and performance feedback
-   Drive CSAT improvement initiatives and enhance overall customer experience
-   Build and maintain knowledge base (KB), SOPs, and escalation frameworks
-   Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes
-   Support implementation of automation (AI/chatbot/self-service) to reduce manual workloadEnsure accurate reporting, tracking, and performance analysis

## Requirements

**What We're Looking For**

-   Good communication skills in English and Indonesian
-   Proven experience in customer service, contact center, or operations leadership roles
-   Strong leadership with the ability to balance hands-on execution and team management
-   Excellent communication and stakeholder management skills
-   Strong problem-solving mindset with experience handling escalationsFamiliarity with CRM / ticketing systems and support tools
-   Experience in fintech, payments, or operations-heavy environments is a plusC
-   omfortable working in a fast-paced environment with shift arrangements

## Apply

[Apply at EPOS](https://apply.workable.com/epos/j/CAE500C41D/apply)

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