1,662 Customer Support Manager jobs in Indonesia

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 5000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

The role in a n utshell

In the role of Customer Support Manager, your primary focus will be onboarding, training, and guiding hoteliers to utilize our platform effectively. This includes providing prompt responses and resolutions to their queries, handling feedback, and collaborating with other departments, including the technical support team. Fluency in Indonesia Bahasa is required, and you should also be able to communicate in English when needed.

Are you passioned about helping people and building long-term relationship with them and becoming a part of fast-paced IT company? Apply for Customer Support Manager at Exely.

As a Customer Support Manager, you will:

• Guide hoteliers on navigating the Exely Solutions effectively (provide activation and training about our solutions to ensure smooth onboarding of hoteliers)

• Offer strong and timely support by addressing hoteliers queries through calls and emails in a polite way (e.g., assisting with settings, checking parameters & new options suitable)

• Manage hoteliers feedback and escalate it to the relevant department in order to provide personalized guidance and improve company processes

• Ensure our solutions are functioning accurately on the hotelier's end and oversee the timely resolution of hoteliers requests in case of issues.

• Based in Bali, Indonesia, this is a remote job;

• Proficient in Indonesia Bahasa as a native language, and advanced level of English

• Minimum of one year in customer service, preferably within an IT company or call center

• Experience in the hospitality or technology sector, particularly with hoteliers, is advantageous
• Open to business travel as needed
• Excellent communication skills and willingness to work in a team
• Analytical mindset with the ability to make data-driven decisions
• Skills for solving work tasks and optimizing processes
• Results-oriented approach and ability to work in a dynamic environment
• Proficient in using CRM and computer software
• Knowledge of ticket and helpdesk systems would be advantageous.

• Competitive salary based on experience;

• Fully remote work with possibility to go on business trips;

• Bonuses based on your KPI after 03 months of probation;

• Private health insurance, and necessary work equipment (laptop and headset) provided after the probation period;

• Start-up environment fast-paced and constantly growing, with full support from our established international team;

• You will have a dedicated manager, with onboarding and constant support;

• English Speaking Club with native teachers and colleagues from all over the world;

• Online & Offline camps, workshops and gatherings;

• Network with international colleagues through Random Coffee Program.

Exely
is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 5000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

The role in a n utshell

In the role of Customer Support Manager, your primary focus will be onboarding, training, and guiding hoteliers to utilize our platform effectively. This includes providing prompt responses and resolutions to their queries, handling feedback, and collaborating with other departments, including the technical support team. Fluency in Indonesia Bahasa is required, and you should also be able to communicate in English when needed.

Are you passioned about helping people and building long-term relationship with them and becoming a part of fast-paced IT company? Apply for Customer Support Manager at Exely.

As a Customer Support Manager, you will:

• Guide hoteliers on navigating the Exely Solutions effectively (provide activation and training about our solutions to ensure smooth onboarding of hoteliers)

• Offer strong and timely support by addressing hoteliers queries through calls and emails in a polite way (e.g., assisting with settings, checking parameters & new options suitable)

• Manage hoteliers feedback and escalate it to the relevant department in order to provide personalized guidance and improve company processes

• Ensure our solutions are functioning accurately on the hotelier's end and oversee the timely resolution of hoteliers requests in case of issues.

Requirements

• Based in Bali, Indonesia, this is a remote job;

• Proficient in Indonesia Bahasa as a native language, and advanced level of English

• Minimum of one year in customer service, preferably within an IT company or call center

• Experience in the hospitality or technology sector, particularly with hoteliers, is advantageous
• Open to business travel as needed
• Excellent communication skills and willingness to work in a team
• Analytical mindset with the ability to make data-driven decisions
• Skills for solving work tasks and optimizing processes
• Results-oriented approach and ability to work in a dynamic environment
• Proficient in using CRM and computer software
• Knowledge of ticket and helpdesk systems would be advantageous.

Benefits

• Competitive salary based on experience;

• Fully remote work with possibility to go on business trips;

• Bonuses based on your KPI after 03 months of probation;

• Private health insurance, and necessary work equipment (laptop and headset) provided after the probation period;

• Start-up environment fast-paced and constantly growing, with full support from our established international team;

• You will have a dedicated manager, with onboarding and constant support;

• English Speaking Club with native teachers and colleagues from all over the world;

• Online & Offline camps, workshops and gatherings;

• Network with international colleagues through Random Coffee Program.

• Lead, manage, and motivate a remote customer support team.
• Develop and implement customer support policies, procedures, and quality standards.
• Oversee daily support operations and ensure timely resolution of customer issues.
• Monitor and analyze customer support metrics (e.g., response time, resolution rate, CSAT).
• Identify trends in customer inquiries and feedback; propose and implement improvements.
• Train and coach support representatives to enhance their skills and performance.
• Manage support channels, including email, chat, and phone, ensuring consistent service delivery.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with product, engineering, and sales teams to share customer insights and drive product enhancements.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Foster a customer-centric culture within the support team and across the organization.

• Proven experience in a customer support role, with at least 3 years in a leadership or management capacity.
• Demonstrated ability to manage and motivate a remote team.
• Strong understanding of customer service principles and best practices.
• Experience with customer support software and ticketing systems (e.g., Zendesk, Intercom).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and make data-driven decisions.
• Strong organizational and time management skills.
• Experience developing training materials and knowledge bases.
• A passion for delivering exceptional customer experiences.
• Bachelor's degree in a relevant field or equivalent practical experience.

• Manage and lead a team of customer service representatives, providing guidance, training, and performance evaluations.
• Oversee the day-to-day operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement customer support policies, procedures, and best practices.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and take corrective actions as needed.
• Handle escalated customer complaints and complex issues, ensuring their swift and satisfactory resolution.
• Collaborate with other departments, such as Sales, Marketing, and Product Development, to address customer needs and improve overall service delivery.
• Identify trends in customer inquiries and feedback, providing insights to improve products and services.
• Develop and deliver training programs for the customer support team to enhance their product knowledge and service skills.
• Manage the customer support budget and ensure efficient resource allocation.
• Stay current with industry trends and best practices in customer service management.
• Foster a positive and motivating team environment.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or management role.
• Proven experience in managing customer support teams and operations.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, coaching, and team-building skills.
• Exceptional problem-solving and conflict resolution abilities.
• Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Proficiency in using customer relationship management (CRM) software and helpdesk systems.
• Ability to analyze data and generate reports on customer service performance.
• Experience in a customer-facing role within the **Bandung, West Java, ID** area is advantageous.

• Manage the day-to-day operations of the customer support department, ensuring efficient and effective service delivery.
• Develop and implement customer service policies, procedures, and best practices to enhance customer satisfaction.
• Train, coach, and mentor customer support representatives, fostering a culture of excellence and continuous improvement.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies to improve them.
• Handle escalated customer inquiries and complex issues, providing timely and satisfactory resolutions.
• Analyze customer feedback and support data to identify trends, areas for improvement, and opportunities for service enhancement.
• Collaborate with other departments (e.g., product, marketing, operations) to address customer needs and resolve issues.
• Manage staffing levels, scheduling, and workload distribution to ensure adequate coverage and efficiency.
• Stay up-to-date with industry trends and best practices in customer service and support management.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Ensure adherence to company policies and service level agreements (SLAs).

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or support roles, with at least 2 years in a management or supervisory capacity.
• Proven experience in managing customer support teams, preferably in an e-commerce or technology-driven environment.
• Strong understanding of customer service principles, techniques, and best practices.
• Excellent leadership, communication, problem-solving, and interpersonal skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Experience in training and developing support staff.
• A passion for customer advocacy and delivering exceptional service.