Customer Care Team Lead at Honest

Special capital Region of Jakarta, Java, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Communication, Problem-Solving, Coaching, Customer Oriented, Critical Thinking, Attention To Details, Scheduling, Supervision, Performance Monitoring, Escalation Management, Knowledge Base Development

Industry

Design Services

Description

About us We're a financial services company leveraging cutting-edge technology to provide fintech and financial solutions to the underserved Southeast Asia market. Our team is a diverse and carefully selected group of finance and tech professionals worldwide.With the successful launch of our first product. Our top-tier international talent continues to innovate and drive forward in our fast-paced and quality-driven environment.Our journey is marked by continuous learning, growth, and a passion for our work. We remain committed to breaking new ground, adapting, and thriving amidst the challenges and opportunities that lie ahead. As a Team Leader, you are expected to lead by example and ensure the smooth operation of the Customer Care team by providing clear direction, consistent support, effective scheduling and timely feedback. You will be responsible for monitoring daily performance, coaching team members to reach their targets, and maintaining high service standards in a 24/7 environment. Your role requires strong leadership, communication, problem-solving skills, and the ability to work flexibly in a dynamic setting. Role & Responsibilities Responsible for Honest Care Operation end to end monitoring including supervision of a group of Customer Care Specialist, ensure the 24/7 operation work accordance to company standard Provide regular (weekly & monthly) coaching and counseling to all team members discuss the performance progress and ensure all team members achieve the performance target Review and Identify performance & operation related issues regularly (Daily, weekly, monthly), develop an action plan for improvement, implement corrective action. Responsible for all issues escalation and do proactive follow up to relevant stake holders to ensure all the issues solved within the SLA Organize schedule & shift pattern based on the operational needs Ensure a safe and harmonious working environment for all Customer Care Team and be the role model in embracing Honest Value for the team Generate insight based on the customer's voice and develop action plan accordingly Develop and maintain Knowledge base and or FAQ updated with the latest product, promo information and communicate for any changes to the team and ensure all team members are aware and updated Qualifications Customer oriented Have strong leadership & critical thinking skill 3+ years of experience in customer service 2+ year of experience as a team leader or supervisor Good at communication, problem-solving, and coaching Ability to communicate to all level Extensive experience in managing 24/7 Contact Center operation Self driven & full of initiative High level of attention to details Ready to work on shifts or flexible hours if needed English proficient Work Location: Cilandak, South Jakarta Work Hours: Shift basis (24 hours operational coverage) Our application process Hiring is something we do with care. Because of that, having a transparent and thorough recruitment process is key. If you liked what you've read and are up for the challenge, here is what to expect after submitting your resume: The hiring team reviews your application You get invited to an technical interview with the hiring team SLIK / BI Checking and Background Checking by Integrity Offer Why you'll love it here Training Course You'll be working with the smartest people in the industry A modern office right in the heart of Jakarta Monthly Wellness Allowance We don't believe in titles or hierarchy but value contribution & celebrate achievements as a team Honest Hiring At Honest, we're working hard to build the future of finance for Asia. To do so, we prioritize attracting the best talent worldwide to join us – regardless of their background and heritage. At Honest, we are committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, or other class protected by applicable law. We are proud to be an equal-opportunity workplace. If you want to change how people access finance in Asia, join us and help us build a global company where we're all proud to belong.

Responsibilities

The Team Lead is responsible for end-to-end monitoring of Customer Care operations, supervising specialists, and ensuring 24/7 work adheres to company standards. This includes providing regular coaching, identifying performance issues, developing action plans, and managing all issue escalations within SLA.