# Customer Support Representative Lead (CSR Lead)

> IBMC · Indonesia (Remote) · Full-time · Posted 2026-08-07

**Salary:** unknown currency 84,000,000–108,000,000

**Workplace:** remote

## Description

**IBMC** is a prominent business management consulting company in Indonesia, dedicated to driving business success. With a strong presence in the Indonesian market, we offer a comprehensive range of services tailored to meet the diverse needs of both local and international businesses.

Currently, we are assisting our client, a fast-growing company based in Bali, in hiring a **Customer Support Representative Lead (CSR Lead)**. In this role, you will be directly managed under IBMC while leading the front-line support pod for our client's operations.

We are seeking a proactive, highly organized, and communicative **Customer Support Representative Lead** to oversee and elevate our customer support team. Building upon core support duties, you will take ownership of team performance, daily operations, quality assurance, and high-level escalations. The ideal candidate combines hands-on support experience with strong leadership skills to guide the team in delivering a seamless user experience across email and live chat channels.  

**Key Responsibilities**

-   **Team Leadership & Operations:** Supervise daily support queue operations (Email and Live Chat), monitor team bandwidth, and ensure accurate, timely responses during operational hours.
-   **Escalation Management:** Handle high-priority, complex, or sensitive customer complaints escalated by support representatives and resolve them promptly.
-   **Quality Assurance (QA) & Coaching:** Routinely review support tickets, monitor response quality, provide constructive feedback, and conduct training sessions to upskill support agents.
-   **Process & Knowledge Management:** Create and update internal knowledge bases, standard operating procedures (SOPs), and customer-facing FAQ guides to enhance self-service and team efficiency.
-   **Direct Customer Support:** Maintain active involvement in answering customer inquiries, guiding them through products and services, and educating users on product functionalities.
-   **Performance Reporting:** Track key customer support metrics (e.g., CSAT, First Response Time, Resolution Rate) and report regular performance insights to IBMC and client stakeholders.

## Requirements

-   **Education:** Bachelor’s Degree in Communications, Business, Business Administration, or a related field.
-   **Experience:** Minimum **3–4 years of customer support experience**, with at least **1–2 years in a leadership, supervisory, or team lead role**.
-   **Communication Mastery:** Flawless professional written and spoken communication skills in **English and Bahasa Indonesia**.
-   **Technical Skills:** Strong proficiency with helpdesk ticketing systems (e.g., Zendesk, Freshdesk, Intercom) and live chat platforms.
-   **Problem-Solving & Composure:** Demonstrated ability to remain calm, analytical, and polite when managing difficult customer escalations under pressure.
-   **Data & Process Orientation:** Familiarity with customer service metrics (CSAT, SLA, FRT) and experience creating support documentation/SOPs.

## Benefits

-   Direct career oversight and professional development under IBMC.
-   Collaborative and supportive team environment supporting a growing Bali-based enterprise.

## Apply

[Apply at IBMC](https://apply.workable.com/ibmcid/j/AA59B16E7A/apply)

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