L1 Support Lead

Gojek (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Gojek is Southeast Asia’s leading on-demand platform and a pioneer of the multi-service ecosystem model, providing access to a wide range of services including transportation, food delivery, logistics and more. Gojek is founded on the principle of leveraging technology to remove life's daily frictions by connecting consumers to the best providers of goods and services in the market. The company was first established in 2010 focusing on courier and motorcycle ride-hailing services, before launching its app in January 2015 in Indonesia. Since then, Gojek has grown to become the leading on-demand platform in Indonesia, with additional operations in Vietnam and Singapore. The Gojek platform now comprises over 2.5 million driver partners across the region. Gojek is part of the GoTo Group, the largest digital ecosystem in Indonesia, consisting of Gojek, Tokopedia and GoTo Financial. Gojek is dedicated to solving the daily challenges faced by consumers, while improving the quality of life for millions of people across Southeast Asia, especially those in the informal sector and micro, small and medium enterprises (MSMEs). The Gojek application is available for download via iOS and Android.

About this position

This role is responsible for leading a support team that provides front-line support to merchants, managing a team of support supervisors and agents, ensuring efficient operations, timely issue resolution, and maintaining high customer satisfaction.

Responsibilities

• Lead, mentor, and manage a team of supervisors who, in turn, oversee the Layer 1 support agents.
• Oversee the daily operations of the merchant support team, ensuring that inquiries and issues are handled efficiently and within SLAs.
• Serve as the final escalation point for complex or critical merchant issues that cannot be resolved by supervisors or support agents and collaborate with cross-functional teams (Product, Engineering, Sales, Onboarding, Legal, Risk, Layer 2 Support) to resolve escalated issues and ensure timely resolutions.
• Drive initiatives to improve merchant satisfaction, including regular feedback collection and implementation of improvements based on merchant needs.
• Analyze support metrics and performance data to identify areas for improvement in processes, tools, and team performance & prepare and present regular reports on support team performance, key metrics, and areas for improvement to senior management.
• Ensure that supervisors are providing ongoing training and development opportunities for their teams to keep their skills up to date.
• Maintain strong communication channels with other departments, such as Sales, Product, and Marketing, to align support efforts with overall business goals.

Requirements

• Bachelor's degree in Business, Information Technology, or a related field.
• 5+ years of experience in customer support or technical support, with at least 2 years in a managerial role.
• Proven experience managing a team, including supervisors, and overseeing a large-scale support operation.
• Strong understanding of customer support processes, tools (e.g., CRM systems, ticketing systems), and best practices.
• Excellent leadership, problem-solving, and communication skills.